Consumer complaint received 2019-10-02
Company: BB&T CORPORATION
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
First Email to BBT From : XXX Sent : Friday, XX/XX/2019 XXXX XXXX To : XXXX Subject : Complaint about mortgage service I have been very disappointed with the process of getting a VA refinance loan with BBT. I have about 6 business and a personal checking account with BB & T. Both my medical practices are with BB & T. Below is an email I sent to a fiend of mine who is a VP with BBT. He forwarded it to the supervisor of Mr. XXXX, XXXX XXXX. Nothing has been done. I have heard from no one. 

I just wanted to put in writing the complications I have been having with my home refinance loan application via BB & Ts Loan Specialist XXXX XXXX, NMLS XXXX. Ive been a XXXX   in private practice for almost 20 years now. Ive paid myself as a W2 employee of my payroll entity XXX using XXXX for years. Last year XX/XX/XXXXI sold my XXXX  XXXX to XXXX XXXX XXXX   and went on W2 with them. Salary about $ 130,00/year working 2 days a week for them. I still maintained XXXX XXXX work via XXXt ; earning about {XXXX} a year there. I explained all if this to Mr. XXXX. I sent him up to date pay stubs for both sources of income. XXXX pay stubs for my work with XXX and XXXX pay stubs for my work via XXX pay off my current first and second mortgage as well as pay off all my XXXX XXXX debt. Here are my ongoing problems with Mr. XXXX : He knows nothing about VA loans and their policies ; I was expecting to get {$35000.00} at closing after paying all my debt per Mr. XXXX a month ago. Yesterday he is telling me I can not get cash out and will have a bring {$5000.00} to closing. 
He does not seem to comprehend that XXXX income as XXXX is viewed differently than that of someone who operates a cleaners. Ive been in the same profession earning both W2 and 1099 income as a XXXX  for almost 20 years. 
I asked if I could just hold on paying some of the credit card debt and get that cash back. He said that would throw off my ratios and I needed to pay all the debt based on my income. 
I asked if he included the {$60000.00} a made via XXXX as part of my annual income. He said no. He never looked at the XXXX pay stubs only the XXXX pay stubs. 
I explained to him that we used XXXX as our payroll service to ensure professional and credible pay roll processing. He asked me, and I can not make this up ; What is my position at XXXX? I was bewildered. I said I do not have a job with XXXX. They process our pay roll. He insisted for anther 3 times that he could not send my application back to underwriting until I told him my job at XXXX. I told him to XXXX XXXX. How the heck can someone at a reputable entity like BBT be in the loan business and not know who XXXX is? Incredible. 
Its been 3 weeks since I paid for my appraisal and no date has been set You know how tedious this loan process can be with someone experienced in what to do and how to do it. You cant imagine my frustration in trying to direct a bank loan official on how to process my loan properly. I feel I have wasted the last 6 weeks. 

Any assistance you can provide is welcomed. 

XXXX Second Email to BBT BBT There has been no response to my email complaint. BBT kicked out my mortgage application stating I took too long to reply to a document request. I dont respond because I was waiting for a response to my complaint. BBT still has not returned my {$460.00} loan application as promised. I am referring this matter to the Consumer Protection Bureau and the Georgia Secretary of State.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation