Consumer complaint received 2026-06-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: BOK FINANCIAL CORP
State: NM

Complaint narrative:
XX/XX/XXXX : Submitted application for payment assistance on VA Mortgage Loan XX/XX/XXXX : Received us mail that the bank was in receipt of my request and it was being reviewed. XXXX XXXX XXXX : Called and spoke with XXXX in XXXX XXXX informing her that both borrowers are deceased. And asked what documents were needed from me ( XXXX XXXX ) in order to complete the application process. She informed me of the documents to which where emailed on XX/XX/XXXX at XXXX. XX/XX/XXXX : XXXX : Spoke with XXXX to confirm receipt of requested documents and confirmed if anything else was needed. She confirmed receipt and stated nothing else was needed. XX/XX/XXXX Called to check application status. Stated that I needed to send death certificate for my father XXXX XXXX XXXX. I asked if I could send a copy of the obituary they said yes. I also requested to speak to XXXX XXXX which is the person listed on notice that I had received. I was denied to speak to her. XX/XX/XXXX : Received us mail stating that it was the XXXX notice of missing documents which I had already sent on XX/XX/XXXX. XXXX XXXX XXXX : Emailed copy of fathers obituary. XX/XX/XXXX XXXX : Received email containing Borrower Certification Agreement, Borrower Expenses, and Credit Report Authorization which requested to be completed and signed. Also received these documents requesting information from my minor son. I informed them that they must have sent them in error since he was a minor. XX/XX/XXXX XXXX : Emailed signed and completed Borrower Certification Agreement, Borrower Expenses, and Credit Report Authorization XX/XX/XXXX : Received via email XXXX Credit Report Authorization for minor son whom was labeled as my spouse. Replied to email informing them that XXXX was my son and not my husband for the XXXX time. XX/XX/XXXX : Called and spoke with XXXX in home retention and she informed me that I needed to send in Death Certificate for father. I informed her I sent a copy of his obituary and she stated they don't accept obituaries and only accept death certificates. I told her that the notices that I had been sent states I could send a copy of the obituary. She also said that I needed to send in XXXX bank statement for my checking account. I told her it had not been generated as of yet and when it became available I would send it. She also requested to send bank statement for XXXX XXXX account ending in XXXX. I informed her that I only had a debit card ending with those number and that I had already sent my last XXXX months statements that they had originally requested. I demanded to speak to XXXX XXXX, yet I was denied again. XX/XX/XXXX : Emailed death certificate for father XXXX XXXX XXXX XX/XX/XXXX : Emailed XXXXXXXX XXXX bank statements XX/XX/XXXX XXXX : Spoke with XXXX with XXXX XXXX, and she informed me that my application had been CLOSED. I asked why, to which she stated that I did not send in the requested documents. I informed her that I did. I demanded that my application be reopened. SUMMARY : I applied for a Mortgage Payment assistance program since I had been making the payments on the house that used to belong to my parents. I informed the bank that my father had passed away on XX/XX/XXXX and my mother recently passed on XX/XX/XXXX. I had been making payments on the house, however doing so has put me through financial hardship. I submitted all required documents that had been requested. My application was closed, stating that I did not provide the documents that they requested. I have provided them with everything they requested in a timely manner. Every time I would call for a status update they would tell me that they needed something else. Even though I would still provide what they asked of me, my application was still closed. Their actions DO NOT ADHERE TO THE CFPB policies.

Company response to consumer: Closed with explanation