We financed a new construction home…
We financed a new construction home through this branch and were highly engaged borrowers throughout the entire process, asking detailed questions and following up at every stage.
Within our float-down window, one team member sent us written rate options with no deadline and explicit language that waiting was equally valid. The very next day we were actively emailing a different member of the same team, confirmed they needed nothing from us, and were never told these two people were managing separate parts of our file.
Over the following weeks we had active contact with three team members including the branch manager directly. One team member sent a written apology mid-process for missing our emails entirely. While our questions went unanswered, the branch manager sent an automated marketing email with the subject line "You've Got a Team Behind You" — a mass mailing, not a personal check-in.
We discovered five days before settlement that our disclosures still showed our original locked rate with no prior warning. The rate was not corrected until three days before closing and only after we forced the issue. When we raised this, the branch manager's written response was that it is "very tricky to try and read everyone's mind." On closing day, his only acknowledgment was that he was "sorry about any confusion."
The rate available to us in writing would have saved over $15,000 over the life of the loan. No genuine apology was ever offered and no responsibility was acknowledged.
After going through this experience we also noted that other reviewers have described similar issues with this loan officer, including difficulty getting responses and last-minute communication failures. This does not appear to be an isolated incident.
If you are a detail-oriented borrower who expects your loan team to actively manage open decisions on your file, be aware of how this branch operates.