Consumer complaint received 02-10-2016 about Mortgage (Conventional fixed mortgage) with BBVA COMPASS FINANCIAL CORPORATION (TX).
Issue: Application, originator, mortgage broker

Complaint: We ( married couple ) spoke with mortgage loan officer XXXX XXXX of BBVA Compass Bank. We did so in XXXX and in retrospect, feel we were ill advised from inception by XXXX XXXX. XXXX XXXX was informed we were looking at two separate homes and he became aggressive in advising us to apply for two jumbo loans consecutively each in our own names. To summarize this made us uncomfortable and against his stern verbalization not to, my spouse terminated his original application for the secondary home. XXXX XXXX had been instructed by us from day one that the primary home was priority as it would be our primary residence. He continued to advise us to apply for the two loans while we continued to voice our concerns. We asked repeatedly for him to add my spouse to the primary home loan and he conveyed he did not want to do that. Fast forward to mid XXXX XXXX XXXX began procrastinating in returning my phone calls. It was unearthed that the loan for the primary home would not receive conditional approval without spouse as co-signor which is precisely what we requested from the beginning. XXXX XXXX would not advise me of this and I had to find out through him speaking to my husband about my individual loan. Hence, many flags were raised. We as a couple went to our local branch manager of BBVA Compass and voiced our uneasiness with XXXX XXXX. We were advised it would be best to withdraw my application and re-apply with spouse as co-signor but XXXX XXXX would need to remain involved or the process would be elongated. We were told we should still make closing on XXXX XXXX, 2016 and every effort would be made to rush as well as have XXXX XXXX ' involvement be supervised by XXXX XXXX, his manager. Time progressed and the situation with Compass deteriorated. XXXX XXXX proffered a series of excused as to why our loan had not moved forward. It was a very trying time. During this period, XXXX XXXX began communicating with our realtor. We both expressed to XXXX XXXX more than once that at no time did we want any information divulged other than the status of the loan. XXXX XXXX replied, " Oh do n't you worry, I got you. I will only tell her where things are. '' XXXX XXXX is continuing to advise us we will make our XXXX XXXX closing date and it is now XXXX, hence we know we are being lied to by omission. We are very uncomfortable with XXXX XXXX at this time, however, as we expressed such a month prior and no changes were made, we were left with no choice but to persevere. XXXX XXXX I am informed by our realtor that XXXX XXXX has abused his position with actions of appalling improper and unethical behavior. The realtor advised me that XXXX XXXX had been speaking with her daily by phone and had breached our privacy with complete indifference to the consequences of his customers being displayed by verbalizing to our XXXX my spouses financials to include income level, net income after taxes and what XXXX XXXX personally felt my spouse could afford. Furthermore, he prefaced the conversation with our realtor with the following words, " You can not tell the **** ( us ) what I am about to tell you. '' Our realtor expressed he continued for greater than 30 mins with divulgence of our personal information. Our realtor did not at anytime ask for this information nor encourage it. Her words pertinent to XXXX XXXX were, " He would not stop talking. '' Immediately I was very upset and shaking as I was shocked a mortgage loan officer would act with such imprudence and failure to fulfill his duty to confidentiality. XXXX XXXX breached our trust and abused his position. The indiscretions were not only unethical but breach of his privileges as a loan officer. He was immediately reported to Compass bank. We insisted XXXX XXXX be blocked from access to our accounts. As of today, we continue to receive docs with him as contact on our loan. It is quite unsettling.

Company response to consumer: Closed with non-monetary relief