Consumer complaint received 2020-11-12
Company: Bay Equity LLC
State: NM
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Bay Equity Mortgage botched my mortgage application process. I had professional behavior issues with a loan officer and it was escalated to XXXX, the Compliance Officer at Bay Equity Mortgage. The remediation discussed with XXXX was also fumbled. I have requested that they terminate the loan process. I also requested that the " Compliance Officer '', XXXX, confirm that all PII data no longer required be removed from their systems. As with my recent emails, she will likely ignore my request. This is unacceptable and it represents a pattern of unprofessional behavior from Bay Equity. Ignoring problems does not make them go away, it just permits them to happen with the next consumer. Detail record below : -- -- -- -- -- Forwarded -- -- -- -- -- -- -- -- From : XXXX XXXX XXXX Date : Wed, XX/XX/2020 at XXXX XXXX Subject : Re : XXXX XXXX To XXXX XXXX Hi XXXX. This is not being resolved in a timely manner. I will not proceed with a company that claims to be the best in everything, but does not have the wherewithal to right the wrongs and then fumbles the remediation. You did not proceed as we discussed and this is a very time stringent process and there is no time to waste. I have decided to move on to another loan brokerage.Please immediately destroy all application data since it is no longer necessary.You can refer to Guide to Protecting theConfidentiality of PersonallyIdentifiable Information ( PII ), specifically section4.2.1 Minimizing the Use, Collection, and Retention of PII of NIST Special Publication 800-122 ( attached ) .Being a Compliance Officer, you should be familiar with this document, as I work in compliance as well., as a Certified Information Systems Auditor.Please confirm all application data has been removed from your systems. If I do notreceive an acknowledgement back from you by XX/XX/2020 by XXXX, I will take appropriate measures outside of your organization to ensure compliance. Thank you.Regards, XXXX XXXX, XXXX On Wed, XX/XX/2020 at XXXX XXXX  XXXX XXXX XXXX wrote XXXX Hi XXXX, You have not acknowledged my previous email. We discussed moving to another agent since resolving that XXXX 's professionalism was poor and it undermined my trust in her. Instead you assigned me to XXXX, who works for XXXX. This was not the path forward we discussed.1. I did not deserve XXXX XXXX melt down because I was asking for basic information 2. Because I suggested deferring to someone else while she was on vacation, I was accusedof treating her like a child and wrecking the XXXX session she just had3. XXXX and I have spoken for mere minutes and her demeanor was combative ... I felt like I could not even request anything because she was in business for 25 years and in the top 1 % and clearly knew best. XXXX also suggested we were not a good fit for each other. I am assuming that I was not a good fit for Bay Equity because she did not defer me to another loan officer in her practice.4. I was merely wanting more thorough responses other than her text messages I did not say a single harsh word, simply asked for information ( see attached message thread ) 5. I asked for a website where I could review rates. Bay Equity does not have one and it's up to the loan officer to provide.Here is an example of a thorough response and someone that takes the time to understand my request : ________________________________________________________________________________ -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX Date : Tue, XX/XX/2020 at XXXX XXXX  Subject : Rates for today To : XXXX XXXX Hi XXXX, Thank you again for taking my call and giving me an opportunity to help through the process.I look forward to working with you and I am really glad to chose to stay with me.Please feel free to contact me with any questions you may have.Thank you again and XXXX XXXX XXXX to you Sir! Below are the rates for XXXX of XX/XX/XXXX dayWith points2.25 % cost 1.31 % 2.625 % cost .171 % Without points2.75 % with no points45 dayWith points2.25 % cost 1.39 % 2.625 % cost .251 % Without points2.75 % with no points XXXX XXXXSenior Loan OfficerNMLS ID # XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NM XXXX Bay Equity LLC XXXX ID # XXXX XXXX gets it. XXXX is hyper-sensitive and quite arrogant and clearly can not handle the suggestion of passing the loan off to someone that has the time and is not on vacation. I do not know what personal issues she is having but I did not deserve the behavior I received. 
XXXX apologized for XXXX profusely. This is not the remedy if I am going to continue with XXXX 's team and I would like an apology from XXXX or a senior executive at Bay Equity for this representation of your company. This is a large transaction and I need to understand that Bay Equity takes unprofessional behavior seriously and restores confidence when it is broken. How would you like to proceed? Thank you.Regards, XXXX XXXX On Tue, XX/XX/2020 at XXXX XX/XX/XXXXXXXX XXXX XXXX wrote XXXX Hi XXXX. Thank you for speaking with me today and working through this situation. As discussed, here is the exchange with XXXX. I added some comments for your review.Looking forward to working with another agent. Thank you.Regards, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation