Consumer complaint received 2017-10-31
Company: HUNTINGTON NATIONAL BANK, THE
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
In XXXX of this year I contacted my local Huntington Bank branch ( XXXX XXXX XXXX XXXX, XXXX  XXXX, MI XXXX ) to inquire about a cash-out refinance mortgage for my personal home. I was then contacted by Loan Officer XXXX XXXX and on XXXX XXXX, XXXX we began the mortgage process. I was also contacted by XXXX XXXX XXXX later in the loan process who is listed as Home Lending Advocate Sr and XXXX XXXX who XXXX XXXX referred to as her manager and who she would often defer to with questions during this process. A few weeks after XXXX contacted me I decided to do a cash-out refinance on 3 other rental properties I own as well ( 4 mortgages total ). 

I have the following complaints : 1. The length of this loan process. On XXXX XXXX, XXXX it will be 6 months since we started these loans. I have applied for and closed on 3 other mortgages in my life and each one took about 1 months each to close. I realize that 4 mortgages take longer than one but 6 + months? As of XXXX/XXXX/XXXX I still do not have a closing date for these loans. 

2. Lack of communication. There have been periods of a week or more that have gone by many times throughout this process with no communication from Huntington Bank. My last email to XXXX XXXX was on XXXX XXXX, XXXX asking about this loan and a closing date and as of XXXX/XXXX/XXXX I have had no response. 

3. Lack of information. I have sent numerous emails over many months trying to get updates on the following but no answers have been provided : a. Why was an Appraisal Review ordered for the original XXXX XXXX XXXX appraisal? 
b. Why was the Original Appraisal for XXXX XXXX XXXX heavily scrutinized and the appraiser asked to answer several detailed questions ( XXXX XXXX XXXX w/ Addendum attached ) regarding his appraisal valuation but the Appraisal Review not scrutinized at all and that appraiser not asked a single question by Huntington Bank regarding his valuation? 
c. Why were the Original Appraisers explanations regarding his valuation for XXXX XXXX XXXX not accepted? 
d. Why was the Original Appraisal valuation rejected but the Appraisal Review valuation accepted? 
e. Why were the factual errors, valuation metrics errors, and other issues I brought up regarding the appraisal review for XXXX XXXX not addressed by Huntington Bank? 
f. Why hasnt Huntington Bank addressed the fact that one of the comparables the Appraiser Reviewer used for his valuation was in fact a single family property and not a 2-unit property?
g. Why hasnt Huntington Bank addressed the fact that the Appraisal Review lists an incorrect amount of rental revenue for XXXX XXXX that is {$100.00} less than the actual amount? 
h. Why hasnt Huntington Bank given me any explanation as to why they decided to accept the lower appraised valuation and what, if anything, was incorrect about my appeal of the Appraisal Review? 
i. If Huntington Bank is being ethical in their decision to reject the original appraisal but accept the appraisal review then why did they initially refuse to provide me with a copy of the original XXXX appraisal? ( XXXX XXXX, XXXX email attached ) j. I have been trying to get information regarding titling of the properties since XXXX XXXX, XXXX ( email regarding LLCs attached ). Why cant I get a decision as to whether I can switch the properties back to the LLCs after closing or not? Why is this a question that takes nearly a month to answer? 
k. Why is this loan process taking so long? 
l. What is the projected closing date? 

I believe the Original Appraisal for XXXX XXXX XXXX was accurate and the appraiser gave a detailed justification for his valuation. But for some reason Huntington Bank flagged that appraisal for review and no reason was ever provided to me. XXXX XXXX said she had no idea why it was flagged. Then the Appraisal Review came back {$35000.00} lower than the original valuation. I was told I could agree to the new lower amount or I could write a letter explaining why I didnt agree with it. I wrote 2 letters explaining everything I found wrong with the Appraisal Review and why I felt the Original Appraisal was more accurate. I was told my letters were received and would be forwarded to underwriting. I was eventually told the lower valuation was what they were going with but given no explanation. I sent XXXX Manager XXXX XXXX 5 emails ( see attached ) but all emails were ignored. All I have received is an email telling me I need to sign a new mortgage document and agree to the lower appraisal and the new lower mortgage amount. I responded that I was not going to sign anything until I heard back from underwriting regarding my letter, which I never did. I then told XXXX XXXX that based on the new Appraisal Review valuation I wanted to withdraw the loan for XXXX XXXX. 

I dont think I am a difficult person to work with and I feel I have been very patient with this process. But is 6+ is an acceptable amount of time to wait for a closing date? And has he communication from Huntington Bank been acceptable? As soon as I received a request for a document I sent it immediately. Anything that was needed from me whether a tax return or a tenants lease I quickly and gladly provided. My family and I have been doing business with Huntington Bank for many years and have been very happy with the service we have received. I am just disillusioned at the customer service I have received with these particular loans and I think Huntington Bank has not only acted unethical but perhaps illegally regarding their handling of the appraisal process. This has been an absolute nightmare and I dont think any human being should be treated the way Huntington Bank and its representatives have treated me over the past 6 months. Thank you.

Company response to consumer: Closed with explanation