Consumer complaint received 2023-04-17
Company: FIRST NATIONAL BANK OF OMAHA
State: NE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have a formal Letter written but basically my realtor recommended this lender because i believe they work in the same building and i feel as if they were working against my better interests. We moved up our closing date and then they dragged their feet until what felt like last minute and then multiple issues all of a sudden started happening.This issues were, 1. Not being able to contact my house insurance the day of the closing instead of using the entire week to contact them and make adjustments, 2. Calling us shady when our lender did not understand the terms of which our contract was written, and 3. the bad treatment and hostility towards questions. It was a terrible experience and I would have 1000 % went with a different lender if it was possible. I also will be avoiding work with my realtor XXXX XXXX XXXX XXXX as he was part of the issue. I will focus on issues with my lender since that is ultimately what this report is about. 



Here is my letter it will be attached below. 

Dear XXXX, I am writing to express my dissatisfaction with the treatment and pressure I received when working with my loan XXXX, XXXX XXXX, during the home buying process. 
I felt that our timeline was too short to review the closing disclosure before having to sign the closing paperwork. I understand that there are certain time constraints when closing on a home, but I felt like I was being rushed and did not have the opportunity to review all paperwork as carefully as I would have liked. We received the closing paperwork only a day before having to go in and close. In addition, it seemed we were constantly at odds with both my lender and our Realtor, XXXX XXXX from XXXX XXXX, which left me feeling like they were both working together against our best interests. The whole experience very much felt like Red Team ( Lender and Realtor ) vs Blue Team ( Us ) as they ( XXXX and XXXX XXXX have a lot of experience working together. 
The final processes of our loan were extremely painstaking and took many hours of my own time to work through. This invested time was not because of standard documentation and providing information, but rather from multiple issues that were thrown our way by their ( XXXX and XXXX ) collective front. Without getting into too many details, our actions were called " shady '' multiple times by XXXX as she did not understand the contents and language of our offer to the home buyer. Our Realtor, who did not clarify these details, is also at fault for creating this situation and not informing XXXX. That being said, I did not appreciate her comments nor the lack of action she took to rectify the situation and bring clarity. 
I believe that it is important for customers to receive a fair and unbiased experience when working with loan officers and Realtors. I know that the home buying experience is not stress free but should not take multiple hours of our own time to work through a simple misunderstanding that could have been easily addressed by either contacting the Realtor or asking for clarification from both of us using some kind of mass communication. I hope that you will take the necessary steps to ensure that this issue is addressed and that similar issues do not occur in the future and that retaliation is something that we should not fear as I do feel targeted at the end of this process as much of it felt personal. 
If more information is needed about the situation, I am more than happy to oblige in sharing it as this entire process was extremely frustrating and saddening. Please feel free to reach out to me at ( XXXX ) XXXX or at this email. 

Thank you for your time and attentiveness. 
Sincerely, XXXX XXXX XXXX & XXXX XXXX

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