Consumer complaint received 2019-02-07
Company: BANK OF THE WEST
State: KS
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX XXXX XXXX  President and Chief Executive Officer XXXX XXXX Executive Vice President, Head of the Retail Banking Group. 
XXXX XXXX Senior Executive Vice President. 
XXXX XXXX Senior Executive Vice President. 
XXXX XXXX Senior Executive Vice President, General Auditor. 
XXXX XXXX XXXX Branch Manager, Assistant Vice President XXXX, Kansas Subject : XXXX and XXXX XXXX revised claim against the Bank of the West, in the amount {$59000.00}. 

Attachments one ( 1 ) and two ( 2 ) [ provided for documentation purposes. ] The history of this claim is available thru the Customer Feedback and Resolution Team-BOW or the eighty-four ( 84 ) emails provided to XXXX XXXX XXXX Branch Manager, Assistant Vice President XXXX, Kansas. and/or the emails generated internally by the Bank of the West.-not available to the undersigned. 

Customer Feedback and Resolution Team-BOW sent letter dated XX/XX/XXXX XXXX, which does not take issue with the underplaying facts and actions taken by the Bank of the West, at the same time states that the Bank of the West handle this application in accordance with our standard polices and procedures. 

Limiting this letter to addressing to the Customer Feedback and Resolution Team-BOW findings : Is it in accordance with Bank of the West standard polices and procedures to : 1. Soliciting loans after already denying previous loan application. 
BOW contacted us ( a XXXX XXXX type of activity ), we did not contact BOW for the loan application XXXX. BOW told XXXX and me, we would have the 1st and 2nd, mortgage paid off ; we would be able to pay off our loans, credit cards, make up grades to our house and have cash reserves for emergencies. Generating a dream for us ( to be only crushed months later ). 
2. Take {$490.00} from our bank account for an appraisal for a loan that BOW knew or should of know it would not make, ( Being told that it was standard polices and procedure for BOW to have approval before ordering the appraisal, so it customers ( us ) would not have to bare this expenses. 

3. VA benefits application was due to XXXX XXXX, who contacted us and started the loan application process number XXXX, who assured us that he, would get us finance. And further let our dreams grow. 
4. On XX/XX/XXXX XXXX XXXX informed us ; we could close in less than thirty ( 30 ) days, end of XX/XX/XXXX and would no payment in the month of XX/XX/XXXX and possible XX/XX/XXXX, depending on time. 
5. Having its customers ( XXXX and I ) to believe from XX/XX/XXXX to XX/XX/XXXX that the loan application was processing and there was no problems and on Tuesday the XX/XX/XXXX, we were told that we would be signing by Tuesday the XXXX the following week. ( Reference : XXXX XXXX email to XXXX XXXX dated XX/XX/XXXX XXXX ) [ From XX/XX/XXXX to XX/XX/XXXX-IF THAT IS NOT MISLEADING, WE DO NOT KNOW WHAT IS! ] 6. That the Customer Feedback and Resolution Team would not sign their names to their letter, that XXXX XXXX, Customer Direct Sales Manager/Assistant Vice President would not return our telephone call, even after XXXX XXXX XXXX Branch Manager, Assistant Vice President XXXX, Kansas telephoned and sent email requesting that XXXX return our telephone calls. Neither have XXXX XXXX nor his manager returned our telephone call. ( Note singularly telephone call- not multiples ). 

6. The notice of action taken has to this date has not been received and therefore BOW has not provided service as required by law, we consider the loan process on going. 

7. If the notice of action taken states the same reason for action as our original request for a loan, either a demonstration of miss-leading us for months or perhaps that since the VA would not grant the loan, we are possibility the victims of age discrimination. 

8. Directed us to issue Authorization for Payoff and Closure of loan/Credit Line for the XXXX XXXX XXXX XXXX, making us as liars as we were going to payoff, since we did not. 

9. Closing disclosure was not signed by us, not once, not twice but thrice. 

10. On XX/XX/XXXX XXXX XXXX informed us ; we could close in less than thirty ( 30 ) days, end of XX/XX/XXXX and would no payment in the month of XX/XX/XXXX and possible XX/XX/XXXX, depending on time. 

The Bank of the West has put us thru XXXX, in the months of XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and now XX/XX/XXXX. Crusting our dreams and hope. 

As in all disputes there are errors made on both sides, the only mistake than we made was putting our trust and faith in the Bank of the West-all other errors are yours. 

Bank of the West has a decision to make, not a loan approval application decision, nor a legal decision, but a BUSINESS DECISION. 

We wish to resolve this dispute fairly, with out publicity and looking forward to discussions with either yourself or your fully authorized representative. 



XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Kansas XXXX XXXX Cowboy UP!

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