ComplaintsforUnion Savings Bank

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a loan for a house from union savings bank. They sold the loan to ******* mortgage. I'm up to date on all my payments yet union savings bank claims I owe them $1200. My current loan holder informed me that I do not owe them that money and it will not reflect on my loan. I wasn't able to secure a car loan because union savings bank has destroyed my credit rating by falsely putting I'm behind on my house loan.

  Business response

  05/03/2024

  May 3, 2024 
  
  ***** ****** 
  ** *********** ****
  
  *********** ** ***** 
  
  In Re: BBB Complaint case # ******** 
  
  Dear ***** ******: 
  
  This letter is in response to your complaint filed with the Better Business Bureau. Thank you for bringing your concerns to our attention. 
  
  The information you received from ******* Mortgage is inaccurate as it does not pertain to any funds you may be liable for to Union Savings Bank. ******* Mortgage does not have access to Union Savings Bank's systems or records. Your loan was sold to ******* Mortgage with 359 payments remaining on the term of the loan. The first payment from you should have been paid to Union Savings Bank on August 1st, 2022, as referenced on the Mortgage Note you signed at closing. 
  
  ******* Mortgage told us that they were not in receipt of any extra payments. If you made your first payment in August 2022 to ******* Mortgage instead of to Union Savings Bank, please let us know so that we can work with ******* for reconciliation. 
  
  To date, the bank has accurately reported your payment history to the credit bureaus. Once you pay the amount due in full, the bank will report it as paid. 
  
  Please do not hesitate to contact me if you have any questions regarding this matter. 
  
  Sincerely, 
  
  Donna C******** 
  VP Compliance Officer 

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The loan was sold for the entire term with 360 payments to ******* mortgage.
  

  Loan was sold for the entire amount.

  I have attached the paperwork proving this.

  I also contacted ******* mortgage to verify this information.
  
  Regards,
  
  ***** ******
  

  Business response

  05/21/2024

  May 21, 2024 
  
  ***** ****** 
  ** *********** ****
  
  *********** ** ***** 
  
  In Re: BBB Complaint case # ******** 
  
  Dear ***** ******: 
  
  This letter is a follow-up response to your complaint filed with the Better Business Bureau. 
  
  Union Savings Bank wants to work with you to resolve this matter but the documentation you supplied as proof you do not owe Union Savings Bank a payment is not sufficient. If you were to request a history of payments made to ******* and then add them to the schedule of remaining payments, the number of payments should equate to 359. If you can provide proof otherwise, that would enable us to work with ******* Mortgage for reconciliation and to report a positive pay to the credit bureaus. 
  
  Please do not hesitate to contact me if you have any questions regarding this matter. 
  
  Sincerely, 
  
  Donna C********
  
  VP Compliance Officer 
  

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  In this screenshot of my current mortgage you can see my loan term with ******* mortgage is 360 months, not 359.
  
  Regards,
  
  ***** ******
  

  Business response

  05/29/2024

  May 29, 2024 
  ***** ****** 
  ** *********** ****

  *********** ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear ***** ******: 
  

  This letter is a follow-up response to your complaint filed with the Better Business Bureau. 
  

  It appears you may be assuming that you are making 360 payments to ******* Mortgage because that is your loan term, but the original loan term does not change when servicing is changed. If your current servicer was to sell your mortgage to a new servicer, your original term of 360 months remains unchanged. 
  

  As mentioned previously, when your loan was sold to ******* Mortgage, the first scheduled payment of the 360 scheduled payments was due August 1, 2022 and was owed to Union Savings Bank; the loan was sold to ******* with only 359 scheduled payments because the bank, in good faith, expected you would make the first payment due, as disclosed, to Union Savings Bank within the grace period of the August 1, 2022 scheduled payment. 
  

  Your first payment to ******* Mortgage was made on September 2, 2022. This is a month after your first payment was due to Union Savings Bank. As previously stated, ******* Mortgage has stated they are not in possession of an extra payment from you. In order to resolve this matter, you must either provide proof that you did in fact make the August 1, 2022 payment to Union Savings Bank and/or ******* Mortgage, or you may pay the amount due. 
  

  Please do not hesitate to contact me if you have any questions regarding this matter. 
  

  Sincerely, 
  
  Donna C******** 
  VP | Compliance Officer 
  

  
  

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  6.11.24 per phone call from customer matter is not resolved please re-send so he can provide additional details

  Customer response

  06/11/2024

  I have again called ******* Mortgage with the information you have provided. They have advised me not to pay you as there is NO WAY for any payments sent to you to be applied to my loan, as you do not service it. I have attached my verification of mortgage that was supplied by ******* Mortgage escalation team.

  Business response

  06/18/2024

  June 18, 2024
  
  
  
  ***** ******
  ** *********** ****
  *********** ** *****
  
  
  In Re: BBB Complaint case # ********
  
  
  Dear ***** ******:
  
  This letter is the fourth follow-up response to your complaint filed with the Better Business Bureau.
  
  In regards to your statement that you contacted ******* Mortgage again to inquire about the payment
  owed, the bank’s response remains unchanged. ******* Mortgage can’t speak for Union Savings Bank.
  Your first payment was due on August 1, 2022 to Union Savings Bank, as such when the loan was sold to
  *******, it was sold starting with the second payment thru the 360th payment (359 payments). Union
  Savings Bank assumed you would pay the first payment to us as contracted.
  
  It does not appear that we are going to be able to resolve this matter through the BBB portal. A discussion
  over the phone or in person between you and a bank representative may allow us to resolve this matter for
  both parties.
  
  Please do not hesitate to contact me if you have any questions regarding this matter.
  
  Sincerely,
  
  Donna C********
  VP | Compliance Officer
  

  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/7/2024 I received an escrow account disclosure statement telling me I had a total escrow shortage of $105.47. I promptly paid $170 which was MORE than the shortage showed on 1/27/2024 with Teller **** at Branch *** just so there would be some extra funds in my escrow. Even though it was a very small shortage and I paid it in full+additional funds, my monthly payment was raised. I would like my monthly payment adjusted to what it was prior as there is no reason to raise my monthly payment.

  Business response

  03/06/2024

  March 5, 2024 
  

  **** ******* 
  **** ******** ***** ** 
  ********* ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear **** *******: 
  

  This letter is in response to your complaint filed with the Better Business Bureau. Thank you for bringing your concerns to our attention. 
  

  The estimated taxes and insurance on your prior escrow period were less than the actual charges causing the shortage in the account and the increase in your monthly escrow payment. As allowed by regulation, when an annual escrow analysis is ran, estimates based on prior year activity are used to project disbursements in the next escrow period. If the disbursements are greater than estimated, the monthly escrow payment can increase and a shortage in the escrow account balance may also occur. 
  

  Your monthly escrow payment went from $342.52 to $351.14. In addition to this increase, a shortage of $105.47 was spread over twelve months, which further increased the payment to $359.92. 
  

  When you made the escrow payment of $170.00 on January 27, 2024, the branch failed to properly notify our escrow department of the payment. Please accept the bank's sincerest apologies for this oversight. 
  

  Your monthly escrow payment has been updated to $351.14. This amount aligns with the monthly escrow payment, minus the shortage payment, disclosed on your last escrow analysis dated December 27, 2023. A new coupon book has been ordered. 
  

  Since the issuance of the December 27, 2023 Escrow Account Disclosure Statement, it appears that your county taxes increased again and exceed the estimated payment. This may result in another increase of your monthly escrow payment and shortage for the next escrow period in 2025. 
  

  Please do not hesitate to contact me if you have any questions regarding this matter. 
  

  Sincerely, 
   
  Donna C******** 
  VP | Compliance Officer 
  

  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We started the loan process end of June 2023 to purchase/build our new home. The whole process was a disaster from the start. No communication from Angela or anyone at the bank. We had a closing date set for Friday, July 28th. Thursday around 5pm we were told that we needed to come up with $20,000 more to close. My wife and I adjusted our build to reduce the price as well as the land owner reduce the selling price. We sent over new paper Friday and signed an extension with the seller and builder to close on August 1. Again, at 5pm Tuesday we were told that the numbers don't match. Contacted builder and he sent over the information Wednesday morning. We were guaranteed that we would be able to close Wednesday by Angela M. and Shane ( underwriters manager ). I even contacted Joe L*********** about our experience. I was told he would look into it and let me know whats going on. He never contacted us again nor did we close. We are out our $3000 non-refundable deposit and would like it refunded.

  Business response

  08/14/2023

  8/14/2023
  
  **** *****
  *** ***** ****
  ***** ** *****
  
  In Re: BBB Complaint case # ********
  
  Dear **** *****:
  

  This letter is in response to your complaint filed with the Better Business Bureau.
  

  This letter is in response to your complaint filed with the Better Business Bureau. Our Chief
  Compliance Officer (CCO) also discussed your complaint with you via several phone calls. As our
  CCO told you, after a review of the loan file and interviews with employees there does not appear to
  be the lack of communication that you indicated in your complaint. Your application was dated July
  7, 2023 and the final underwriting decision was made August 2, 2023. Throughout the loan file there
  is supporting documentation where the Bank attempted to get your loan application into an
  approvable status, but in the end, was not able to do so. There were a number of employees that
  reviewed and escalated the documentation for additional reviews and analysis in an effort to approve
  your request. Unfortunately, it was decided that your loan did not meet our underwriting criteria.
  

  As our CCO stated, we are not able to provide you a refund on the deposit you provided to the
  builder several weeks before your loan application.
  

  It is unfortunate that you feel that there was a lack of communication in the 3 weeks that we had your
  loan file and for that we do apologize, as that is not the customer service we strive to provide our
  clients.
  

  Please do not hesitate to contact me if you have any questions regarding this matter.
  

  Sincerely,
  
  Donna C********
  VP | Compliance Officer & BSA Officer

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently received a loan from union savings bank. Unfortunately they were not completely transparent with which will now cause me financial hardships. Unfortunately they have not even attempted an apology to me for not doing their in reviewing and going over everything in this mortgage. Unfortunately this not only affects me but my father had to co-sign. This has been a nightmare and has caused me such anxiety. I have purchased a home before and have gone through the refi process as well. I have never had an experience like this one ever. I’m so distraught over this whole process. I want them to understand what this has done to me and my children. This has been the worst financial experience of my life.

  Customer response

  12/21/2022

  Yes, the Union saving bank Loan officer that I was using is well aware of dissatisfaction I have with them right now.  The issue I have is that they have put me in a financial situation because the loan officer failed in being totally transparent with the loan and the whole process. They were well aware of what I could and could not afford and chose to not to take that into consideration and instead what was best for them. They failed to clarify the breakdown of the loan. I was left a few days before closing what the actual numbers were and now if I don’t go through with the purchase of the new home I will be sued by the seller and homeless. This whole process has been a nightmare. I have been in contact with attorneys who advise me to file with the BBB as well to see this can be resolved without me having to be out of pocket for more money beachside of union Savings  bank loan officer failure to be totally transparent and disclose everything. He was not looking out for my best interest but just that if their own. I’m distraught by what happened. This is a week before Christmas. I’m a single mother of two children who has never been in financial distress due to a financial organizations lack of care. I have a feeling I’m not the only person they have done this to. I have never felt so misled. I need help. Please let me know if there is any other information I can give. They took my full cash for the sale of my house which is $52000+ and required me to put that money into the purchase home and also did not disclose to my understanding what my actual payment would be. I was very clear as to what I wanted to pay. I have never dealt with this bank before. I wa stood how they would save me so much money but it turns out it has cost me more then what is within my means. 

  Business response

  12/28/2022

  December 28, 2022 
  

  ******* ******* 
  **** ********** ** 
  ** ****** ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear ******* *******: 
  

  This letter is in response to your complaint filed with the Better Business Bureau. A manager from the Indianapolis region reached out to discuss this matter with you and the co-borrower via a phone call last week prior to you closing on the mortgage loan. 
  

  After a thorough review of this matter, we find that our documentation supports that you were sent a Loan Estimate on November 29, 2022 and a Closing Disclosure on December 9, 2022. All of these disclosures would have detailed the terms of the transaction, including payment amounts and funds required to close. 
  

  You stated the loan officer gave you a different payment amount when you first contacted them. When a borrower initially contacts a loan officer to discuss terms of a loan, the initial payment is only an estimate based on a projected amounts, actual amounts for taxes and insurance would not be available at that time. 
  

  A co-borrower was required for qualification, as was the amount of funds required to close. 
  

  Please do not hesitate to contact me if you have any questions regarding this matter. 
  

  Sincerely, 
  
  Donna C******** 
  VP | Compliance Officer & BSA Officer 
  

  
  

• Initial Complaint

  11/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Team, I and my friend ******** have been working with Union Savings bank since July this year for our two new home mortgages. Back then I sent a $2400 check to lock the ARM rate at 4%. In October, We had switched home lots but were with the same Builder community (********* *****). At that time we checked with the Bank officer, Bob W*****, if this will impact our rates or anything else, he called and said everything should be fine and we were still locked for the same rate. This happened in ~mid October. Meanwhile our builder gave us a closing date of 21-Nov. Since then we were trying reach Bob and loan officer Lori B******** to keep track of the loan application. They asked to upload the required documents and we did everything that was asked for. Then we didn’t hear anything from them, even after multiple follow ups on what’s going on with the application. This was making us real nervous and anxious about the situation like what was going. on and how things are being handled. Almost two weeks prior to closing date we got a call from Bob saying that they cannot provide loan at the agreed 4% since we changed lots, on which he agreed to take care of and that won’t be a problem. So he gave us new rate offer of 4.5% which was quite unexpected for us from a big financial institution like Union Savings bank. Anyways we has no option but to agree on the rate, which we still feel like was a cheating to press consumer with such last minute surprises. So with above all, we again did follow ups a week and 3-4 days before closing. We got follow up from Hocker title company that they are all set to close and so we confirmed too. When I asked Bob or Union Savings Bank, if they are all set, we got confirmation email on 18th Nov, from Bob that our files were cleared and all set for closing but they were short of staff and cannot do closing until 28th of Nov. This was another major blow to us as beyond 21st, the builder set date, we are being charged $250 per day until the closing date, which is a horrible experience I ever had or heard with any bank like this. So we agreed to a closing date of 29th Nov. Then on the week on 23rd I got another call from Bob saying that my file is not cleared and I’m not eligible for ARM and all they can give a fixed loan for 30 years @6.5%. This was unbelievable, totally, like how banks can play with Customers, creating a last minute panic. Bob told me that My only option for ARM was to find a co-signer, so I did add a co-signer and he said everything should be good now and that they will run a new application and get it approved ASAP. The same day Bob tells me that they can’t close house before first week of December, may be on 02nd or 5th. I’m completely blown by such customer service and so much inconvenience, anxiety and pain. I really don’t know how to work with these Guys. They are assuring us to get file approved on 28th Nov, and probably close it on 2nd or 5th December. Please please please on the name of God help us here. I’m really feeling like screwed up here, and none of this is my fault. Regards, ******.

  Business response

  12/07/2022

  December 7, 2022 
  

  ****** ***** 
  **** *** ****** *** *** * ************* ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear ****** *****: 
  

  This letter is in response to your complaint filed with the Better Business Bureau. 
  

  First, I would like to apologize for the mix up in communication. Your Loan Officer did not give you proper information in regards to keeping the rate lock when the property was switched. 
  

  Our records indicate that the Loan Officer's supervisor has been in recent contact with you to discuss your loan application and that the bank has agreed to refund your $2400.00 lock fee. 
  

  I believe that this matter has been resolved, please do not hesitate to contact me if you have any questions. 
  Sincerely, 
  

  
  Donna C******** 
  VP | Compliance Officer & BSA Officer 
  

  
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In September 2022 I received notification of an escrow shortage of 216$ leading to a increase on my mortgage premium from 728$ to 750$. I contacted the bank and it was explained to me that the increase was due to "INS" and "Tax" increases. I added funds to cover my escrow shortage on 216$ on 09/16 "PER USB Letter" That should have covered my shortage. Which should have not increased my base mortgage payment as I made up the escrow short fall. I then changed carriers on "INS" carriers in the middle of September 2022 for my Home Owners Policy. The this increased my insurance premium to 820$. By the end of the September I had received and I added added 633.47$ to repay my escrow for change in home insurance from All State to Progressive. I received notification that my that my payment was changing to 742$. In October I received a refund check of 700$. At the same time when speaking to a representative at the branch level it was determined that my new H.Insurance premium was not paid. I sent email requesting this to be paid on 10/24/22 that was completed and payment was issued NDA to my insurance company. Now on Nov 10, 2022 I received another check for an "Escrow Overage" for 636$. I have attempted to explain directly to the bank "IF" on September 2022 my escrow was short, and 216$ was deposited, to bring it up. Then at that time there should be 0$ increase to my mortgage from 730$ to 750$. Secondly the change in "INS" and/or "TAXES" then that should prompt a change, but - the bank keeps refunding me 600$+ stating an "Escrow Shortage" and this should be applied as such. But if I am getting refunded there is no reason that my my payment should increase and it should remain at 727$ not 746$ as stated in the October notice, I am expecting the bank to reconcile my escrow account and rescind the 20$ increase to the baseline cost of my mortgage due the escrow not being shorted.

  Business response

  11/28/2022

  response attached

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  11/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I changed insurance companies that saved us a significant amount on our mortgage insurance. Union Savings Bank collects mortgage insurance monthly and places in escrow. I made several attempts across several months to get an updated monthly mortgage payment reducing the amount being held in escrow. I sent documents, I emailed for help, I called the escrow department more times than I can count, I called the local branch, I sent an email to the corporate officers. I have been unable to get anyone to help me for several months and I have continued paying the same monthly mortgage. I believe this is an illegal approach, I feel taken advantage of and although I am the customer sending thousands of dollars in payment, I cannot get anyone to talk to me. I don't have time to spend hours a month trying to resolve the same issue. I have had other departments tell me there is one girl I need to speak with and I believe I have spoke to her and she was rude and unwilling to resolve my issue. She told me I had to email - which I did and still no resolution months later.

  Business response

  11/14/2022

  November 14, 2022 
  

  ****** ****** 
  **** ***** **** ** 
  ******* ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear ****** ******: 
  

  This letter is in response to your complaint filed with the Better Business Bureau. First I would like to apologize for the mix up in communication. I took your complaint to the escrow manager; the following response was sent to your email: 
  

  Good Afternoon, 
  

  I wanted to reach out regarding your escrow account. I reviewed your account and show that you have switched to ******* insurance. Originally, you were with ********. Looks like when the new policy came in we issued out payment but this inadvertently mailed out to ********. We spoke to ******** and they confirmed they sent you the refund check and ******* confirmed you rendered that payment to them. Thank you for handling this directly. I have updated everything in your account. I can run a new analysis if you would like. Typically we do not run these as this is a system driven analysis that updates runs once a year. I show you are set to run in February of 2023. If we run this today for a December payment update there will be a new one run in February as that is your yearly statement. 
  

  I apologize as I received notice you had called and sent requests with no response. Looks like the communication went to our online team and then to a member that is no longer with our office. I wanted to give you the email address to our escrow team escrow@usavingsbank.com. This will allow you to reach us directly if needed. They will be able to respond and handle all request typically in 24-48 hours or less. Again, I apologize for the lack of response but do show we have everything updated to ensure payment is sent in 2023. 
  

  Would you like a new analysis ran now and then your yearly ran in February or would you like to wait until your yearly runs in February? 
  

  Thank you, 
  

  Angie D**** 
  Escrow Manager Union Savings Bank 
  P: ###-###-#### 
  

  As requested, please notify the manager if you would like for us to run an escrow analysis to recast the monthly payment in advance of your escrow analysis date (if ran now, the analysis will run again on the next scheduled date). Please do not hesitate to contact me if you have any questions regarding this matter. 
  

  Sincerely, 
  
  Donna C******** 
  VP | Compliance Officer & BSA Officer 
   
  

  
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My brother (buyer) and I (seller) have been working with Union savings for the last 6 months so my brother can purchase my house. He has been living in it as a rental for the last 4 years and paying the mortgage. The entire process has been extremely drawn out and the communication has been terrible. We were finally set to close on 11/2 (2 days from now) and the closing documents were incorrect. As soon as I said something now all of a sudden the mortgage can’t be closed and our closing is canceled. I tried calling the originator and the originations manager. The originator will only communicate via email and does not return phone calls. The originations manager said he would call me back with a solution and did not. The entire situation could have been prevented had the originator filled out information correctly - he put that I was giving a gift of equity for 40k instead of the 20k I signed for. This is their mistake and they need to correct it. This has been the most unprofessional and ridiculous experience of my life.

  Business response

  11/08/2022

  November 10, 2022 
  

  ****** ******* 
  *** * ******* ** 
  *********** ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear ****** *******: 
  

  This letter is in response to your complaint filed with the Better Business Bureau. 
  

  You participated in a conference call on 11/09/2022 with the sales manager and the buyer to discuss this matter. We believe this matter has been resolved. 
  

  Please do not hesitate to contact me if you have any questions. 
  

  Sincerely, 
  
  Donna C******** 
  VP Compliance Officer & BSA Officer 
  

  
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction: Wife-***** ********, Father/Father-in-law- ***** ****le and myself -**** ******** first started working with USB in late May, early June of 2022 and continued the lending process up till the beginning of August. What the business committed to provide you / What the nature of the dispute is - We started working with Tracy C*** of USB (no longer with them due to the issues I am about to describe) on trying to get approved for to build a new primary residence. Due to USB offered a blanket loan where they factored in our current properties (we have 2) equity and appraisal values. The lending team assured us we are a great customer to take on and got a "full blown" (their tern) approval even had a set closing date of 8/5/22. However, in the 11th hour a junior underwriter denied us and provided neither us or our loan officer an explanation why. It soon came to be know that USB has no official compliance dept. to regulate these matters so basically, they could approve or deny on a whim even if approval was given and all documentation was received. Again, with more digging on our end we find out that Sean B*******, Brenda B******* and Tom S**** either were aware or played a part in going rogue and denying the already approved loan. We wasted 3 months of our time, the builders time and even all the vendors time as we were getting prepared to make home selections/decisions. This was intended to be a home in which our Father/Father-in-law could live with us and be taken care of as he ages. They do not realize how awful it is to be so excited about lifes biggest decision and then have some low-level employees take that away from us. We are seeking them to approve the loan immediately. No company should not have compliance regulations so they can review decisions that should not have been made. I have found some folks mentioned are no longer with USB which only speaks volumes that there were wrong doings. Our contact stated MANY loans denied error.

  Business response

  09/26/2022

  September 26, 2022 
  

  **** ******** *** ******** ** ********** ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear **** ********: 
  

  t is unfortunate that we were unable to provide you with the financing that you requested. USB takes pride in being able to offer creative financing, such as the blanket loan you referred to, but consumer regulations also require us to document and underwrite a consumer's ability to repay the mortgage obligation. 
  

  I agree that you started your journey with one of our loan officers at the end of May and we received an executed contract with your builder towards the end of June. At that time we were able to order appraisals and begin underwriting your loan file. 
  

  Your loan file was reviewed by an underwriter and conditions to obtain full approval were provided to your loan officer. Based off of the information provided in that supplemental documentation, we were unable to approve your mortgage loan application. All mortgage declines are reviewed by two underwriters before the final decision is made. 
  

  We do apologize that you were provided inaccurate information by your loan officer. If you were advised to schedule a loan closing without a full loan approval, that is not the standard that we operate here at Union Savings Bank. 
  

  Please do not hesitate to contact me if you have any questions regarding this matter. 
  Sincerely, 

  
  Donna C******** VP | Compliance Officer & BSA Officer 
  . 
  

  
  

  Customer response

  10/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  The attachment they sent in response to our complaint was almost as if it was a template. They do not understand what we lost. Also, they did not own to the mistake that they have/had no compliance department, and a low-level employee denied our loan when there was already a full approval and the process to close was under way. We actually lost money now too as the builder ended up keeping our 500.00-dollar good faith deposit which we provided knowing we were approved. Honestly at this point I want that money back and more. We wasted months of our lives on something we were dreaming about and to have it ripped away due to bad business practices and by a person that does not have the authority to do so. This house was more than a new home it was a security measure for an aging adult. We started this whole process with the sole intention of having a final place for him to call home and have his family there to take care of him as he ages, and his illness progresses (rate lung disease - non-smoking related). I know I was asking for an apology, but I want financial compensation now. We all are beyond upset, and a non-emphatic letter is not going to cut if for us. The letter all but says they were wrong and now we have more proof to go after them. We are going to l*** at legal action unless they provide us with the 500.00 dollar lost in deposits and then an additional compensation for time and anguish caused. 

  
  

  I, nor my family, are the type of people that complain about everything. We have been in service industries or in my case underwriting and understand what grief people can take from customers. We are always looking to understand and be sympathetic. This case however, patience and understanding is over. They screwed up, they screwed us. We want them to pay in every possible sense. 

  
  

  We appreciate BBB time in this matter and thank you for mediating this, but U.S.B. is not going to silence us with a horribly, unapologetic letter. 
  
  

  Regards,
  
  **** ********
  

  Business response

  10/11/2022

  October 11, 2022 
  

  **** ******** *** ******** ** ********** ** ***** 
  

  In Re: BBB Complaint case # ******** 
  

  Dear **** ********: 
   
  Your comments regarding our initial response to the BBB complaint have been carefully reviewed. Please know that we still find our initial response to be accurate. 

  As mentioned before, it is unfortunate that we were unable to provide you with financing you requested. 
  

  Please do not hesitate to contact me if you have any questions regarding this matter. 
  

  Sincerely, 
  

  Donna C******** VP Compliance Officer & BSA Officer 
  

  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 8th I reached out to a mortgage loan officer, Deb H., who sent us a loan application. The night of the 8th, I filled out the application, sent documents requested and those I thought necessary and asked for a call, email or text if anything was missing. We had been looking for homes and had found a few we really liked, but needed the pre-approval prior to us being able to make an offer. We had also reached out to another lender for comparison purposes. My husband is a 1099 contractor and I specifically asked if they dealt with these, since all others lenders seemed not to understand how he got paid. She stated they did and took the information. Week 1-nothing. Week 2-nothing. 2 houses gone, one to go. We are now in Week 3 still waiting. I wanted to use them due to our realtor referred us, but no response. I finally reached out by call, text and email and received a response that they needed a contract that was not sent. So, we are the day before we need this letter and still nothing. We have to use another lender, but may get rejected due to other lender not offering blanket loans. At this point, we may have to wait until next year if the home owners don't accept the contingent offer.

  Business response

  09/06/2022

  Letter to consumer attached.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩