Consumer complaint received 2015-10-08
Company: BBVA FINANCIAL CORPORATION
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I am submitting a complaint regarding the negligent manner in which BBVA Compass processed our mortgage application. XXXX XXXX XXXX ( Mortgage Banking Officer at BBVA Compass - XXXX # XXXX ) used information that she inputted for us XX/XX/XXXX, and rather than verify that it was correct, copied this information into the new loan application. Once we were provided the disclosure and GFE, we noticed the errors and notified XXXX XXXX. Despite this, we continued to receive disclosures and GFEs with the same errors. We attempted to contact XXXX XXXX on numerous times by phone and email but were unsuccessful. As a result, we had to contact XXXX XXXX XXXX ( BBVA Compass Mortgage Loan Coordinator ), to find out the status of our application and to inform her that there were still errors. XXXX XXXX told us on XX/XX/XXXX that she was also unable to reach XXXX XXXX, and that her supervisor XXXX XXXX XXXX had talked to XXXX XXXX 's supervisor XXXX XXXX XXXX ( BBVA Compass Area Mortgage Sales Manager for XXXX / XXXX ). XXXX XXXX gave us XXXX XXXX ' contact information. We called XXXX XXXX on XX/XX/XXXX to discuss these problems, but were disappointed that XXXX XXXX made no attempt to contact us first. Also, XXXX XXXX 's decision to process the loan as a primary home and then change the loan to a XXXX home caused confusion for the underwriter and for us. XXXX XXXX indicated that in order to process the loan as a primary home, my wife would need to change her employment start date so that her income XXXX could be considered. This caused my wife to have to renegotiate her start/end dates. This was unnecessary, because XXXX XXXX later determined that the loan needed to be processed as a second home. In order to secure underwriting approval, XXXX XXXX misstated our intentions to the underwriter without our knowledge. She told the underwriter that I would continue to work for my current employer while teleworking XXXX. This was a complete fabrication. Once we became aware of this, we asked her to fix it. As a result of XXXX XXXX 's actions, we were asked by the underwriter to provide a letter explaining our job situation and intentions with respect to our current residence. Also, XXXX XXXX did not keep us regularly informed of the status of our loan. We continued to receive disclosures and GFE 's with changes to the origination charges and interest rate. XXXX XXXX did not contact us and explain these adverse changes. XXXX XXXX failed to order the appraisal in time to meet our appraisal contingency in spite of having the executed contract. Furthermore, XXXX XXXX did not return phone calls from our realtor regarding the appraisal. Because XXXX XXXX failed to order the appraisal in a timely manner, we had to renegotiate the contract and request an appraisal extension. On XX/XX/XXXX, XXXX XXXX told us that underwriting had conditionally approved our loan. On XX/XX/XXXX we received an automated message indicating that an adverse action was taken on the loan. We tried to contact XXXX XXXX, but we have not been able to speak to her since XX/XX/XXXX. On XX/XX/XXXX, we called and talked to XXXX XXXX. He said that he would look into the reason for the adverse action and would contact us the following day ; however, we did not hear from him. On XX/XX/XXXX, we left messages on his work and cell phones, and we emailed him and XXXX XXXX. We did not hear back from anyone until XX/XX/XXXX when XXXX XXXX called to tell us that our loan application had been denied. He did not provide a reason. We then called our realtor and found out that XXXX XXXX had contacted her first. He told our realtor that our loan had been denied, and he blamed it on us. In the words of our realtor, " he threw you under the bus ''. XXXX XXXX contacted our realtor without our permission, and in doing so violated our rights to privacy.

Company response to consumer: Closed with explanation