ComplaintsforUnion Savings Bank

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I closed on my refinance with Union Savings Bank in April 2021. I also transferred my escrow to Union Savings as well. I found out in November of 2021, from my local tax official that I was being assessed penalties for my unpaid taxes that Union Savings never paid. I tried to resolve that situation with them at that time as they are charging me for a shortfall in my escrow account that happened due to my taxes not being paid at the discount rate, at the face rate, as well as the penalty. I believe it is Union Savings fiduciary responsibility to pay my taxes from my escrow account which had more than enough in my escrow account to cover any and all taxes due. They are also charging me a fee to request my tax information to be sent to them, stating they never received any tax bills, I believe that amount is aprox $153. I tried to resolve this issue this month at the beginning of May 2022, again, to no avail!

  Business response

  06/08/2022

  June 8, 2022 
  

  *** ******

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

  ************ ** ***** 
  
   Re: BBB Complaint case # ******** 
  . Dear *** ******: 
   
  This letter is in response to your complaint to the BBB. 
  

  You have previously been in contact with bank personnel regarding this matter. Their explanations were correct, we do need to have the tax bill in order to pay the bill. The taxing authority does charge a fee when duplicate copies are requested. 
  

  Because the bill was still being sent to the prior mortgage servicer, Union Savings Bank was not able to pay until we had a copy of the invoice which unfortunately did not occur until the period when the lower payment expired. Due to privacy concerns some tax authorities will not change the billing address for a tax bill unless directed by the property owner. Union Savings Bank does not charge a fee to escrow but if we incur a fee to obtain a copy of a bill, the fee will be passed on to the account owner. 
  
  A copy of a form you signed at closing is enclosed for your reference. This form lists your properties taxing authorities and explains the responsibilities of the property owner. The corporate office has moved locations since this form was completed but the old address is still a viable address for the bank. 
  In your correspondence with our escrow department you had requested a refund of $156.33. In order to show good will we are honoring your request. Going forward please ensure that your tax bills list the address for Union Savings Bank as the mailing address. If for some reason the taxing authority does mail the invoice to Union Savings Bank, you will need to forward all future copies to the bank so we can ensure that it is paid in a timely manner. 
  

  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

  06/20/2022

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

   

  Customer called BBB on 6/20/22 and stated the business response is satisfactory and this matter is resolved.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were completely misinformed by "My Mortgage Guy", Mark C, on how/when property taxes would be paid. Mark stated all along that property taxes would be paid by 1/31/2022, and was shocked to receive the letter from the Franklin County Treasurer that our taxes were past due. Upon finally understanding (**** was apparently out of touch the entire process) that our property taxes for the first half of 2022 were not going to be paid by Union Savings Bank, **** said to provide proof that the $305 late fee would be taken care of. After no response for a week, I reached out to Mark C to find out we were at with the reimbursement. He came back to me with the following: "We submitted it our corporate headquarters to approve and they declined my request to pay it. Sorry for the misunderstanding." It was a "misunderstanding" only on Mark Cooper's behalf. I was happy to pay my property taxes that I assumed were paid by Union Savings Bank, but to have to pay the penalty for Mark C to drop the ball is completely insane. I wish to be fully reimbursed for the negligence on behalf of Mark C in the amount of $305, which has already been sent to Mark C.

  Business response

  04/07/2022

  Response sent to customer. See attached.

  Customer response

  04/14/2022

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

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 12,2021, my mom and I started the refinance process with Union Savings Bank. My mom gave them 250.00 for the closing cost. We were dealing with a man named Bob W We did not hear anything him, so my mom called and *** apparently didn't start the process so we began working with Erick R. Erick decided it was better if I, ******* took the loan just in my name. Finally, I receive an email after almost a year that they will not process a refinance. That 250.00 was refundable if we was not approved. It is a refinance closing fee. We did not close with them as they rejected my/our application. They are not giving back the money and this is not right or professional. ***** told me to get in touch with *** who started the process. I really would appreciate it if you could help me. We have ALL the corresponding emails regarding this issue. Attached is the statement showing the 250.00 charge was paid to Union Savings Bank. Thank you ******* ***** and ******** ********

  Business response

  04/07/2022

  Responded to customer and issued a refund. See attached letter.

  Customer response

  04/14/2022

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

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We had discussions with Union Savings Bank on refinancing our mortgage. They provided us several options on a various year mortgages. On Dec. 22nd, 2021 I emailed the mortgage officer, *** *******, to proceed on a 20 year mortgage at 2.875% interest rate which he provided in writing in the email. He replied the next day on December 23rd by email acknowledging my email and said he would put a fact sheet together to break eveything down and that the next step was to get a credit report. However, that would have to wait until Monday since it was Christmas weekend. At that point it seemed to us that we were committed to the refi and rate and he confirmed it. The next week after waiting on further steps and confirmation that the credit application was all taken care of, *** emailed us on January 4th asking if we were wanting to proceed with the loan!! When I told him that we had already committed to the loan on Dec 22nd he told me that he must have forgotten to put the paperwork in to lock us in at that rate. He said rates had gone up and that he wouldn't be able to get us that rate any longer. I let him know that was unacceptable and he said he would talk to his managers and get back to me on what he could do. He didn't let me know until the following week that they would not be honoring our deal. After speaking to several other qualified people we decided to pursue this and walked into the office on Tuesday, Jan. 25th, to speak to the loan officer's manager, Michael S, to inform him of the situation and asked that the situation be corrected. He brought the loan officer, **** in and he admitted to dropping the ball on it and didn't turn in the paperwork when he should have. ******* confirmed they had made the mistake and would work on resolving the issue and would call us the next day. 2 days later *** called and told us that the resolution was to send us to a different mortgage company who would honor the deal. We said that was unacceptable. And here we are.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/6/2021 I contacted Union Savings Bank to apply for its "community outreach loan." I spoke via email with David R and was ultimately approved for the $3,000 community loan. I turned in all my personal, sensitive information to this loan officer. 12/15/2021 -- ***** reached out to schedule a closing. He called me during my working hours, however I replied via email. NO response. I began calling and sending emails on a frequent basis and there was no response to either messages left via phone or the emails. I have recently learned that the loan program I applied for reportedly expired 12/31/2021. However, NO ONE at the bank personally reached out to me and told me any of this. I now have a hard inquiry on my credit report and they are now essentially telling me that's too bad. This is not okay, and this is terrible customer service. I would like to go forward with my closing, as I have written proof I was approved, and written proof showing that I was approved prior to 12/31/2021 and I have proof that I was frequently reaching out to the bank.

  Business response

  01/31/2022

  Response attached. 

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We where trying to refinance . We where told the rate would be 2.5 when we got to closing it was 2.87 which is what we did not agree on. We do not like being told 1 thing and it be so m etching else.

  Business response

  02/03/2022

  February 3, 2022 
  ***** **** ***** **** **** ** ** *** ************ ** ***** 
  Re: BBB Complaint case # ******** 
  Dear ***** and ***** Ison: 
  This letter is in response to your complaint to the BBB. 
  In your complaint, you stated that your interest rate for a mortgage loan application changed from 2.50% to 2.87% .
  
  There appears to be a misunderstanding on the loan product selected. Our records indicate that you applied for a 15 year fixed rate mortgage with an interest rate of 2.50%. Our records also indicate that the co-applicant requested the term to be changed to a 20 year fixed rate to reduce the monthly payment. Changing the term increased the interest rate to 2.875%. This was reflected on the revised Loan Estimate. 
  
  Longer terms increase the risk level which is why it is standard in the mortgage industry to see higher interest rates for longer terms. Had the term remained at 15 years, you would have been able to close on the loan with an interest rate of 2.50%. 
  

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

  Sincerely, 
  

  Donne C******* 
  

  
  

*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. ↩