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Original Comment Please Beware of what happened to us at BBVA Compass Bank, hope this does not happen to you.<br /> <br /> WOW - Where to Start?<br /> <br /> We applied for Line of Credit Mortgage and they switched us to regular Mortgage where there is approx. $4,000. fees - where Line of Credit is 'no fee charge'.<br /> <br /> Okay we put in application, it has been over 2 months approx. and we started getting frustrated and emotional asking for service - as we were promised this process would be completed by the time our current mortgage is due. They promised right from the beginning to call us back within 24 hours (also bank policy) - we called over 30 times and never 'received' a return call 'at all'... We had to go to the branch and the branch of the mortgage rep many times to ask our questions... Many times local branch told us this is not right or BBVA Compass bank 'behavior' - (branch rep)emailed and called both mortgage rep and processor - told us they will call us same day - this happened so many times and believe it - they 'Never' called.<br /> <br /> In the beginning we were told - 'No Problem' for refinance - sent us all kinds of documents and strung us along for over 2 months approx. - then when we started putting on pressure as our mortgage is coming due in 3 days from this writing - after going to mortgage rep branch again in person to complain and get update - that was Thursday or Friday - Monday we get a letter in mail 'Denial Letter'???<br /> <br /> If they were going to deny us, we should have been told in a couple of days or 2 weeks at the latest - not over 2 months stringing us along. During the process right in the beginning with our application taken at branch - one of the forms ask us to sign was for appraisal and payment info. We told branch rep. 'we do not' want to give the payment info until the time appraisal is necessary after everything else is qualified - and 'ONLY' when we 'receive' an 'written conditional offer fro appraisal' from underwriter and we give a 'verbal okay' after reviewing written conditional offer to charge our payment. After talking about 'just' this subject for over 1/2 hour - 45 minutes with branch rep so we are all on the 'same page' ...<br /> Branch rep agreed as told us we must sign with payment info for appraisal to show underwriter we are serious about our refinance. Of course we are serious and with verbal agreement from branch rep 'not to take appraisal money' until we get to the point above - to our 'Surprise' - we found out 'the very next day'- this money was taken ($441.00) 'Without our Permission Illegally' ... we asked branch rep, mortgage rep and processor to 'Return our Hard Earned Money' 'many, many times' including last Thursday/Friday - we checked today and 'Never Returned'... I am sure this is Illegal.<br /> <br /> BBVA Compass Bank also 'changed our House Insurance' 'into the bank's name' and as our house insurance year is being renewal in 1 month - BBVA also 'changed' that BBVA be billed for our house insurance - we always pay our own house insurance .... I was wondering why we never received the renewal and payment amount? this is also 'illegal' - we 'only' put in an application - and then denied - so what gives BBVA Compass bank the legal right to change our house insurance from our 'current' mortgage company to their name. They only has the right to verify insurance.<br /> <br /> The Hardship - The Extra Stress - is causing a lot of Health Damage<br /> Nobody seems 'to Care' - as of this point at BBVA Compass Bank - or what they have put us through to this point...<br /> <br /> There is a lot, lot more - for example on 'multiple times' the processor and mortgage rep told me 'the bank does not Trust us'; the documents we supplied may be fake or made-up and much more derogatory things that they said and did to us.<br /> 'This is not any way to be Treated by anyone - never mind a suppose to be Trusted Bank... it makes you feel so low - when you have done nothing wrong - only applied for refinance. <br /> <br /> The way we have been treated you would think we are bad people. No we are in our 60's and 'Never' been in trouble with the law our whole lives - over many years credit score is one of highest most bank officers have ever seen. It is very hard and difficult to maintain a high credit score and should show a lot of Responsibility... Being told by processor and mortgage we are 'not trusted' and 'we may be making up fake and false forms' is incredible - why have we been talked down to? <br /> <br /> Approx. a month ago we receive a letter, only waiting for one form/letter from HR to complete the approval process. (we have this documented) The reason they wanted this letter from HR - processor told me that 'the pay stubs and W-2 for the last 2 years could be fake and made-up) - we want to know directly from HR that you really work there and your pay stubs and W-2's are not fake-made-up... The company has a private company that verifies these things ask for $19.00 - the bank held this up for weeks as the processor says the bank 'does not' want to pay $19. ???<br /> <br /> They can charge a lot of money for 1 bounced check and all the other huge fee's, God forbid the bank has to pay out $19. and make a big deal over it??? Why?<br /> How much money in Interest is the bank going to make over our 30 year mortgage?<br /> I told processor okay if the bank does not want to pay the $19. - just email or fax the forms to us and we will take them to HR personally and ask them to send it back to you directly. Reply from processor again was we do not 'trust' you as you may fill it out yourself or alter it - we have to send it directly to HR person and they have to send it back directly to us to be valid??? <br /> <br /> What difference does it make who takes it to HR? If the form/letter is being returned directly from HR - you will know if the questions you ask has been altered, you can call and 'Verify' directly from HR person that they actually filled out the form and sent it back... No we 'are not Trusted' is said again.<br /> <br /> As I said there is a lot more - all documented<br /> <br /> Please Beware of our Experience to make your own Decisions - this is what happened to us, Hope this does not happen to you<br /> Today is 6/12/2015

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