Consumer complaint received 2016-09-22
Company: BANK OF THE WEST
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
XX/XX/2016, I was pre-approved for a mortgage loan in the amount of {$190000.00} from Bank of the West. Based on the pre-approval, I was able to find and put under contract a home in XXXX, CO for {$190000.00}. I submitted the initial documents and began the loan process XX/XX/XXXX. The home in XXXX, which I lost, appraised for {$36000.00} higher than my purchase price. The appraisal fee was reimbursed to my bank account. One of the provisos of obtaining the loan was to sell my home. I immediately placed my home on the market, received an acceptable offer the first day, and settled on a closing date of XX/XX/XXXX. The closing for the house in Colorado was scheduled for XX/XX/XXXX. Throughout the loan process, my realtor and I struggled to maintain contact with the loan consultant, XXXX XXXX. Emails and telephone calls went unanswered. XXXX told me that " I keep my emails in bold, so I will go through and find the one you 're asking about and get back to you ''. This happened several times to both my realtor and myself. On XXXX, she called and advised me that her " computer had crashed, and I ca n't find your file ''. I drove to the nearest branch and faxed over the entire loan file. My realtor was concerned about the closing date, and at one point extended the contract to protect my earnest money investment of {$2000.00}. I also paid for the appraisal and a property inspection. On XX/XX/XXXX, XXXX called me several times, asking for documents she had been given previously. I made 3 trips to the bank branch to fax these items to her again. At this time, I have a loaded XXXX in my driveway, XXXX of my sons had taken time off work to help me move, and the closing on my house was scheduled for XXXX on XX/XX/XXXX. XXXX called me again, and asked me for a Social Security awards letter. She had asked several times before, and was advised by phone and email that I do n't receive social security, and had verified the only income I received. She confronted me, telling me that she was looking at my bank statements, and she could plainly see the automatic deposit of the social security income on 3 months ' statements. I went to the computer and checked my account for the first date she referenced. It was my income tax refund. When I went to the branch to fax more paperwork, I asked for a manager 's number, because XXXX had now called and said that we would not be able to close on XX/XX/XXXX " due to problems with your loan ''. I was advised by manager XXXX that XXXX had made a mistake calculating my income, and the loan would now be denied because I was outside their guidelines. However, she stated that they " would make it right '', and immediately began processing a new loan for a lower amount. Unfortunately, I, a widow and XXXX veteran, am at this point, homeless. My house is sold, and the seller of the house in Colorado refused to extend the contract. He was given my {$2000.00} earnest money because we broke the contract. I and my sons drove to Colorado, on the phone with Bank of the West most of the time, trying to work something out. Ultimately, I lost the earnest money and the inspection fee. I had to find a place to live and put my belongings in storage while looking for another house. It was incredibly stressful. I was fortunate to quickly find and put under contract another home, and am currently living there. However, I used most of my savings living through this nightmare, and Bank of the West has now said that " management has disapproved '' my requests for reimbursement of my expenses. I consulted an attorney who advised me it would be expensive to pursue legal action, and I simply do n't have enough money to do so. I was advised that XXXX 's loans " have been reassigned '', and I was given another consultant ( XXXX ) to go forward. I eventually had problems with the new loan consultant, and changed lenders.

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