IYANNA HOWARD sent a message to Kelly S. King - Chairman and Chief Executive Officer of BBT Corporation - Email Address that said:
Dear Mr. King:
We will never use nor recommend BBT for anyones banking (or otherwise) needs.
We are about to lose our home due to this lack of attention, disorganization, and customer care.
My husband and I are in the process of purchasing a home. We went with BBT because Carmen Kirchharr came highly recommend from one of my coworkers. My husband is in the military and we had to relocate to Pensacola, FL per his orders. I explained to Carmen that like my coworker, I was employed with another mortgage lender (in Pensacola) through a staffing agency and I am considered a contractor. My contract has no end date and I started January 2017. Carmen said everything will be fine as she has worked with people in my situation before. We filled out all the required paperwork to get our pre-approval and quickly move forward into accepting it when we found a home.
From that day forward it has been complete hell.
My husband and I were supposed to originally close on June 15. We had to change our closing date because the processor and Carmen told us that there was no way that they can close in 30 days. So, we had to move it out to 45 days. We got confirmation from the seller that this would be OK, so we move the closing date to June 30. Previously, we gave the processor and Carmen all of the necessary paperwork required of us and anything that they asked for shortly after we finalized our intent to move forward. We did not hear anything from them. We finally heard something from them this Monday - four days before our scheduled closing. They said they needed some additional information which they already had. We didnt complain and sent it again anyway. The next day, they sent us several emails requesting additional information much of which they already had (i.e. credit card statements, bank statements, letters of explanation). We sent it in. Yesterday, they asked us for additional documentation - again which they have already been provided. At this point, I had to be taken off of the loan because Carmen said that my employment would not work. I immediately called Carmen and the processor to discuss this issue. I was highly disappointed and upset especially since Carmen and I had discussed my being a contractor. Carmen immediately went on the defensive and insisted that I told her I was a temporary employee. Absolutely not. In April, Carmen and I had a very specific conversation about my current employment and I NEVER told her I was a temporary employee. I was very thorough with her and she gave me every assurance and guarantee my employment would not be an issue.
Today, they again asked us for the same exact documents that we have already sent.
Every piece of documentation they have requested we sent, and we have tailored it to EXACTLY what they told us it needed to say. They did NOT start working on our closing until a week ago. BBT keeps requesting, and we keep sending, the same exact paperwork. As of now, we are closing on July 5th. However, I have a feeling I will get another email tomorrow morning asking for additional information causing our closing date to again be pushed.
We are about to lose our home due to this lack of attention, disorganization, and customer care. This is ridiculous. I called Mike Pearce and explained the situation. He was of very little assistance. I have never spoken to anyone with less empathy or sympathy. He could not guarantee that our rate would not expire nor our closing costs increase. The only assistance I received was that we would be refunded our appraisal fee. We have been blamed for causing our closing date to be pushed out and this is simply not the case. This is the fault of BBT and its employees. We have yet to receive an apology.
The sellers are about to pull out of the sales contract if closing has to again be pushed.
The lack of professionalism, customer care, organization, and communication with some BBT employees, specifically the ones we have worked with, is astonishing and disheartening.
We will never use nor recommend BBT for anyones banking (or otherwise) needs.
Sincerely,
Anthony and Iyanna Howard
