Consumer complaint received 2023-02-14 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: UNITED COMMUNITY BANK
State: GA

Complaint narrative:
I am writing to inform Consumer Financial Protection Bureau ( CFPB ) and the back United Community Bank how upset and how unaccommodated and unprofessionally I was treated at United Community Bank when I sought out a HELOC ( Home Equity Line Of Credit ). 

The story starts, on XX/XX/XXXX, when I emailed the bank and spoke with a Man by the name of XXXX XXXX. XXXX was very pleasant and seem interested in helping me or at minimum getting me to the right person. XXXX informs me that he would need to transfer me over to the mortgage sector of the bank. XXXX then sends an email to a woman by the name of XXXX XXXX asking her to reach out. I did not receive an email from XXXX, so I reached out to XXXX again on XXXX of XXXX. XXXX then composes another email this time ccd XXXX on this email thread. XXXX replies immediately to the email with the application for the HELOC. XXXX then follows up with a call, here is where things get interesting. 
Upon taking the phone call from XXXX, she asked to speak to XXXX XXXX very upbeat and excited. However, I felt like as soon as XXXX heard the melanin in my voice the excitement plummeted, it was like night and day. I paused for a moment because I had to be sure she was still on the phone. I explain to her my situation and how I had gotten conditionally approved for a HELOC with XXXX  XXXX XXXX XXXX. However, two days before closing the loan officer says hey we didnt realize you had your house on the market within a six-month period. One of our bank stipulations is that the home could not be on the market within 6 months of applying for the loan. Unfortunately, you have to reapply in XXXX. As I was extremely disappointed that they didnt look into this 4 to 6 weeks going through the process. 
Fast forwarding, I explained all of this to XXXX over the phone who informed me that there isnt a 6-month stipulation and that I would be ok in that regard. 
So, I moved forward with the HELOC application on XX/XX/XXXX. I was a bit taken aback by her tone as I mentioned earlier however, I trusted that XXXX and United Community Bank would take care of me regardless. 
On XX/XX/XXXX I completed the application and sent an email to XXXX with 11 Attachments including updated pay stubs. I sent all of the information requested by the previous bank. 
On the XXXX I received an email from XXXX stating that she had received my application and that she needed two years pay stubs. I was a bit surprised that she requested this documentation because I had already sent all proof of income and a letter of explanation for the job changes for two-plus years. I asked XXXX if the information didnt suffice. Again, to my surprise, all of the information is in a detailed explanation letter. So, I replied, Yes, when you say two years of history? The attached XXXX and XXXX tax returns are two years, will this not suffice? I can provide XXXX as well or Or do you mean you need me to provide you company name, title, and contact info for the past two years? XXXX replies how long were you at each job? 

Now that she has requested this information twice, I got the feeling she hadnt even looked at what was sent. So, in my confusion, I sent another email stating Hi XXXX, The letter I attached explains the job history its all there with dates. Thanks Sent on XX/XX/XXXX. Again all documents were submitted with the application on XX/XX/XXXX and she was made aware in the original email! It was all there. 
At this point I got the hunch XXXX really didnt want to help process the application maybe she didnt want to do the work since Ive had a few jobs in the two years. Maybe she was put off by the work needed to get approval, or maybe my melanin didnt fit her agenda or the bill. I felt a sense of her ( XXXX ) not wanting to help. Now Im upset and afraid that since she ran my credit I will suffer from a negative impact. 


I didnt get a response from XXXX from my last email letting her know that the letter was attached. So, I figured that what was sent was sufficient. Days go by with no communication on XXXX end. So, on the XXXX, I sent a follow-up email to XXXX and XXXX replies on the XXXX stating Sorry I was out of the office. I submitted everything this morning. I should hear back from a XXXX in two business days. 
XXXX never stated, that what I sent was good enough nor did she ask for any other documentation, nothing. So, I figured all was ok. 
The very next morning I get a phone call from XXXX very dry and unapologetic she says XXXX XXXX you are denied. I reply wait why? She says OOOH something to do with a charge-off. I was at a doctors appointment. I informed XXXX I had no charge off and if I did it was well over XXXX to 10 years ago. I bought my house and car since then. She says XXXX I dont know and basically hung up the call. Now I have gone through this a few times Tasha never asked if I could provide any documentation about the said Charge Off etc. She just rushed me off the phone and that was that!

I go home highly upset about how I was being handled, I have worked extremely hard to get my credit and history satisfactory and felt like at minimum the loan office would offer me some assistance or details about the loan I applied for with her.

I get home and run my credit report for all three Bureaus, to my surprise a charge off in the amount of only {$130.00} dollars over 10 years ago which shouldnt even count against me. I have excellent credit and was not aware of this small charge off, and again I have been approved for several things since then including my house. It sounds like she didnt even know what was going on and could really care less. To date, XXXX said she would find out more yet I have not heard anything since. How rude and unprofessional. I now can not go and try to run my credit again. 

I also asked XXXX to send me a copy of the credit report the bank ran, XXXX response was I can not and you need to run your own credit. I received this in an email from XXXX. 

I replied, first off by federal law if I request a credit report within 60 days of an institution running my credit you are obligated to give me a copy of the report. She again has not responded ; XXXX truly does not want to help or do what federal law requires of her. I want answers to why Im demined and if it the charge off of XXXX XXXX dollars why wasnt I given the opportunity to pay it? Why was I treated so poorly? She has not given me any reason to believe I should have been denied. 

I want to be approved for what I asked for. There was never a home appraisal done, I was just flat-out denied.

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