Consumer complaint received 2023-05-20
Company: BOK FINANCIAL CORP
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This is a complaint about the Bank of Oklahomas ( BOK ) Loss Draft Department ( LDD ) XXXX process of dispersing monies deposited from an insurance claim with State Farm on our home in XXXX XXXX. The complaint also details egregious inconsistencies in their inspection process which has significantly impacted our receiving funds appropriately. We started this process in XX/XX/XXXX and it is ongoing. 

On XXXX I submitted our first check to BOK Loss Draft Department. ( See attached Checks Submitted XXXX ) in the amount of {$2800.00}. All Funds ( {$2800.00} ) were dispersed on XXXX without an inspection and with no issues. ( See attached Claim Funds Sent Doc ). 

On XXXX I uploaded all required documentation for the project including the attached XXXX XXXX XXXX XXXX XXXX document which stated the total payout for the claim if all expenses were incurred was {$430000.00}. As a point of context BOK titles this document interchangeably as Adjusters Worksheet and Insurance Adjusters Worksheet ( see attached Uploaded Docs XXXX and XXXX XXXX XXXX ). Importantly, once documents are uploaded into the BOK loss draft portal, they are not viewable by the consumer. The only way to get a copy once submitted is to call and ask. 

On XXXX I submitted the second State Farm check in the amount of {$160000.00} to BOK LDD ( see attached Checks Submitted Doc ). 

On XXXX. I received a check from BOK for {$53000.00}. I immediately called the LDD customer service ( cs ) - XXXX to inquire why the check was for less than XXXX of the insurance check amount and was told that was how they dispersed, but I could request an inspection when some of the work had been completed and they would disperse more. 
* Please note this information is Not visible in any way on the website, nor described in the FAQ about inspections in any meaningful way ( see attached BOK Inspection FAQ doc ) On approximately XXXX I requested an inspection in the LDD portal. No record of when inspections are requested are available on the website. I was never called or contacted by anyone to schedule the inspection ( which the FAQs state will happen ) and on XXXX I called and was informed by the LDD cs that the inspection was scheduled for the XXXX and the inspector would call me to confirm. On this call I inquired about dispersements and was informed that payments were tiered, and that when 70 % of the work listed on the Adjusters worksheet was complete, they would disperse 70 % of the funds, and when 75 % was complete, they would release the rest of the funds ; 75 % was their threshold for the project completion. Please note NONE of this information is available in the consumers portal available at XXXX : XXXX On XXXX I received an automated text stating my inspection was complete ( see BOK Inspection Report Doc ) and to review my portal for next steps. 
I never received a call from an inspector to confirm a day or time, which was not XXXX but was XXXX. I was not informed, I was not asked to be present, although it clearly states in the Inspection FAQ ( see attached ), that they will SCHEDULE with the homeowner, and that the homeowner must be present, and upon request a copy of the inspection report is available at the time of inspection. 

To date ( XXXX ) I have had 4 inspections, 0 calls to schedule said inspections, 0 opportunities to be present at said inspections, and been offered 0 inspection reports. These detailed reports are also Not available on the website ; the only inspection information available is when they were completed ( see attached XXXX Inspection Report for what is given each time an inspection is done ). 
On XXXX a check was sent from BOK for {$79000.00}. 

On XXXX I had requested another inspection because a significant portion of work was completed in the week since I had originally requested an inspection and I my contractor agreed that 75 % of the work was complete. He required additional funds to proceed with the rest of the work. Once again, no contact was made, I called BOCLDD cs and they said I would be contacted soon. I was never contacted. 

On XXXX I received a text message stating the inspection was done and work was not enough to qualify for a final inspection. No further funds were dispersed. 

On approximately XXXX I called BOK CS to inquire about the process once the final payment from XXXX XXXX was submitted because we had received notice it was on its way to us. I was assured since we had already passed inspections for the work being done at 70 % we would simply be issued a check for that percentage of the check we would send, and when more work was done submit another inspection request. 

On XXXX I submitted our final check from XXXX XXXX in the amount of {$260000.00} which included depreciation to the BOK Loss Draft Department. ( See attached Checks Submitted XXXX ) and requested another inspection because even more work had been completed. As per before, no communication ever occurred about the inspection. 

On XXXX I got a notice the inspection was done but no funds were being dispersed. I called BOK CS to inquire where the 70 % check was and they informed me I would be receiving simply based on its deposit, and they said now the inspection was done it would be sent. 

On XXXX, my patience exhausted and no check or communication regarding the status of my fund dispersements, I called BOKCF again. I was on the phone for 5 hours and was hung up on or disconnected 3 times and was never called back. ( Let it be noted BOK has now had over {$300000.00} of my money for over a month ). 
Call 1- The first rep I spoke to said that my Adjusters Worksheet ONLY stated we would have XXXX or repairs done, and I needed to submit another adjusters worksheet if that had changed. I inquired as to why if that were the case, they had simply not returned the {$260000.00} check I had sent which included a total of {$220000.00}. She had no answer, and I asked for a supervisor. I said I would wait for one to become available. I was no hold over an hour during which time I Re-Uploaded the identical adjusters worksheet I had on XX/XX/XXXX in case I was able to talk to someone they would be able to access it. When a supervisor finally came on she said inquired about my concerns and said she needed to confer with someone else. I went back on hold. Someone else came on, said they would help me, I began to tell the situation Again, and was hung up on Call 2XXXX the rep said there were no notes of my calling earlier but said she was a supervisor and would help. She began to review the docs and said she needed to put me on hold to get help seeing the new adjusters worksheet. She came back on and said a different supervisor would need to call me back and hung up. 
Call 3 Repeat of call 2 with a different person.

Call 4 I was told to request another inspection and to hold for a supervisor. I was disconnected before the supervisor came on.

Call 5 I told the CS rep I had requested inspection and needed to talk to a supervisor. She reached a supervisor who assured her she would call be back by EOD. They did not. Ever. 

I did not call back, deciding I would be getting an inspection, and as of this time the only remaining item to need completion on the repairs was the downspouts. Please note the repairs on my historic XXXX XXXX XXXX home were extensive. Including : the roof tiles had to be fully removed, the gutter holders ( wood ) replaced, new copper gutters specially made and installed, new water barriers installed, the entire tile roof replaced, replaced and re-mortared, and all flashing for 6 chimneys re-coppered and reinstalled. When I requested the last inspection ALL of this was done. The ONLY remaining item is to install the downspouts. Scaffolding remains in place until the project is completely done. 

On XXXX I was sent a check for {$180000.00} along with the attached letter ( see May Dispersement 186 K Doc ). 

On XXXX I was alerted another inspection was done on XXXX. As per usual, no contact was ever made by the inspector. The online notice stated the work was still at 70 % and no more funds would be dispersed. ( See XXXX Inspection Report Doc ). 

The entirety of the BOKs behavior regarding the management of inspecting and subsequently paying out clearly due funds is egregious usuary and completely unacceptable. I hope you can assist and welcome any communication regarding this claim. 
Kind Regards XXXX XXXX XXXX XXXX XXXX Attachments : May Dispersement XXXX K XXXX Inspection Report Checks Submitted BOK Inspection FAQ BOK Inspection Report Claim Funds Sent State Farm Insurance Repair Estimate

Company response to consumer: Closed with explanation