Consumer complaint received 2018-11-26
Company: BOK FINANCIAL CORP
State: NY
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
I got the initial closing cost documents from Homedirect Mortgage on Friday XX/XX/2018 to finalize paper for a closing on Monday XX/XX/XXXX. The documents stated that I would be receiving a credit for {$250.00} ( which wasn't a surprise because the lender 's credit was for around $ 3-4,000 ). Late Friday the lender ( XXXX XXXX MLIS # XXXX ) told me that they were missing " crucial '' paperwork from the seller. My real estate agent asked what they needed and informed the lender she sent the " missing '' paperwork over a week ago. Once that got squared away the lender finally set a closing date. I reached out to my lawyer 's office to confirm the closing date and they told me the lender never reached out to them to set one up. After begging my lawyer to make some time for me ( because I was traveling back and forth from a different state and I would only be in town for a few days ) he agreed. I went back and forth with the lender and lawyer to confirm a time ( which I should not have had to do because the lender had my lawyer 's email ). The closing was set for Tuesday XX/XX/2018 at XXXX XXXX. At around XXXXtime, Tuesday I called my lawyers office to confirm closing was set for XXXX. They informed me they haven't received any paperwork or notice from the bank. I called my lender ( did not pick up ) and left a voice message to make sure everything was okay. Around XXXX XXXX I emailed him and his associate to see what was going on..no reply. I tried calling again and again because it was XXXX and no one heard a thing from the lender or the institution. Finally at XXXX the lender sent in the closing paperwork. My lawyer and I sat down and went over the closing figures and at the very bottom he told me I need a check for {$4100.00} and change. I told him there must be a mistake because the initial closing cost documents I signed that past weekend said I would be getting a credit of {$250.00}. He told me to reach out to my lender while he checked his numbers. I tried calling my lender on his office number, cellphone number and email with no response. I went back into my lawyer 's office and explained to him I couldn't get ahold of my lender while the lawyer confirmed his numbers were accurate. I felt hopeless and wasn't sure what to do at XXXX XXXX when my lawyer did me a favor by squeezing me in. My realtor called the lender from her cellphone and he immediately picked up. My lawyer on my behalf spoke with the lender explaining to him that the situation and questioning why his documents that weekend before said I would be getting back {$250.00} and then being blind sided with a {$4100.00} ( and change ) closing cost bill. My lender had no explanation ( even though I emailed him and called his hours ago asking the same thing ). My lawyer then asked to see the documents I signed ( the initial closing costs estimates ) which my lender said he couldn't find. Then my lawyer said that I would need to get an extension on my loan rate to the end of the month when I would be able to come up with the closing cost money from my pay check. My lawyer requested on the phone that the bank waive the extension fee due to my lender not properly preparing me for my closing ( which the lender agreed to ). I was able to get the money by XX/XX/XXXX for my closing costs. I even added a few hundred dollars at my lawyers request for " cushion '' just in case. When I showed up for my second closing the lender was again late with the paperwork and this time I owed another {$500.00} on top of the extra {$300.00} I threw in. This time I was sure the lawyer was wrong on the numbers. The lawyer explained that the bank did in fact charge me {$550.00} for the rate extension and the builder who was selling me the house was trying to charge me an additional {$400.00} because we were 4 days past our closing date, but the lawyer talked them down to {$200.00} explaining that the bank messed up. Once I heard that I told the lawyer I was under the impression that the bank was waiving the fee due to their negligence. My lawyer wasn't sure why I was being charged it, and agreed to call my lender with me. I tried calling XXXX 's cell and work phone and no answer. My lawyer called him from a land line and XXXX picked up on the second ring. After about a 30 min shouting match with insults and slurs thrown at my lawyer with blame being shifted from everyone ( myself as the buyer who got all my paperwork in 2 weeks prior to closing, my realtor who got all her paperwork the same time I did, and  lastly my lawyer who got all his paperwork in a week prior to closing ) BUT the lender. I finally had to chimed in to express my disapproval to XXXX about how he failed me as a loan officer. He failed to properly guide me through the paperwork, he dodged my phone calls and emails and now not only acting unprofessionally but insulting my lawyer who is suppose to be working with the lender to figure out a solution, not be part of the problem. I asked XXXX why he wasn't willing to waive the fee ( even though a few days ago he agree to ) and he stated simply that my lawyer was charging me too much for his services and to speak to him. That of course caused for insults to be thrown and another 15 minutes wasted of them going back and forth. I told my lawyer that we can pursue this matter at a later date, but I wanted to wrap up closing ( the seller 's agent then arrived to close ) and start what was suppose to be a happy chapter of my life. Fast forward a few weeks and I now have to deal with major renovations to my BRAND NEW HOUSE due to the negligence of the inspector the lender hired to appraise my home. The inspector missed 4 bowed walls in a newly constructed residential house, exposed sheet rock at the base of the stairwell, crooked entry way moldings and a lot of small things that I understand could be easily missed ( and if it were not for the major things I could overlook everything ), but I had to pay the inspector {$500.00} for what, a job he or she didn't do but charged me for? Unacceptable.

Company response to consumer: Closed with explanation