First National BankCenterra Office1450 N. Boyd Lake Ave Loveland, CO 80538970.494.5360February 26, 2016Revdex.com Attention: [redacted]8020 S. County Rd 5, Ste 100 Fort Collins, CO 80528Re: Case # [redacted]Dear Ms. [redacted], I am writing you on behalf of First National Bank...
of Omaha (FNBO), in response to the complaint Ms. [redacted] submitted to the Revdex.com on January 30th 2016. The complaint was received on February 9th 2016. It appears Ms. [redacted] was upset about her interaction with her Loan Originator and expressed concern regarding her Mortgage Credit Certificate ([redacted]). I would like to address each of her concerns individually. The concern surrounding the Mortgage Credit Certificate was brought to our attention on January 29' 2016. Up to that point, we had no indication that the certificate had not been issued as previously arranged. Ms. [redacted]'s Loan Originator immediately made contact with several employees within the bank to find out who could assist in clearing up the delay as quickly as possible. As the certificate is issued by [redacted]) and not by FNBO, we worked directly with [redacted] to determine exactly what was needed to have the [redacted] issued to Ms. [redacted]. By Wednesday, February 3, 2016 the [redacted] was issued by [redacted]. This was confirmed via e-mail to Ms. [redacted] on this same day. Additionally, the [redacted] underwriter notified Ms. [redacted] on February 3,2016, of the [redacted] issue being resolved and the certificate being placed in the mail. Regarding the final interest rate, our records show that Ms. [redacted] originally locked in her interest rate on April 6, 2015 at 3.875% paying .25% discount for a total of $460.75. On April 7, 2015 the rate was relocked at 4.125% with a credit of 1.125% for a total amount of $2,073.38. As Ms. [redacted] did not have sufficient cash to close, the higher rate option with a large discount provided her opportunity to lower the amount of cash required at closing. Ms. [redacted]'s Good Faith Estimate and Settlement Statement will be mail to her under separate cover for her review. In regards to Ms. [redacted]'s interaction with the Loan Originator, we appreciate Ms. [redacted] bringing her concerns to our attention. We sincerely apologize for any inconvenience this has caused and that our service did not meet her expectations. We strive to provide our customers with respectful, friendly service in a timely and thorough manner. We are also committed to making improvements when needed to ensure we treat our customers in a manner that shows we value their business and time. We will use this as a training opportunity for our loan originators. From reviewing the loan file details, our record show the Loan Originator provided multiple Loan Cost Worksheets to Ms. [redacted] for numerous different Loan Programs. The Loan Cost Worksheets were generated in an effort to provide Ms. [redacted] as much information about the different loan options available to her. Additionally, there were multitude of e-mails between Ms. [redacted] and her Loan Originator confirming there were efforts to keep an open line of communication. However, Ms. [redacted] has requested the contact information of another Loan Originator at FNBO to assist her with any future needs or concerns and I have provided my information accordingly. Thank you for giving me the opportunity to address Ms. [redacted]'s concerns. Ms. [redacted] can reach out to me directly with any additional questions or concerns that may arise. Gary V[redacted] Managing Director, Home Mortgage Division First National Bank [redacted]
First National BankCenterra Office1450 N. Boyd Lake Ave Loveland, CO 80538970.494.5360February 26, 2016Revdex.com Attention: [redacted]8020 S. County Rd 5, Ste 100 Fort Collins, CO 80528Re: Case # [redacted]Dear Ms. [redacted], I am writing you on behalf of First National Bank...
of Omaha (FNBO), in response to the complaint Ms. [redacted] submitted to the Revdex.com on January 30th 2016. The complaint was received on February 9th 2016. It appears Ms. [redacted] was upset about her interaction with her Loan Originator and expressed concern regarding her Mortgage Credit Certificate ([redacted]). I would like to address each of her concerns individually. The concern surrounding the Mortgage Credit Certificate was brought to our attention on January 29' 2016. Up to that point, we had no indication that the certificate had not been issued as previously arranged. Ms. [redacted]'s Loan Originator immediately made contact with several employees within the bank to find out who could assist in clearing up the delay as quickly as possible. As the certificate is issued by [redacted]) and not by FNBO, we worked directly with [redacted] to determine exactly what was needed to have the [redacted] issued to Ms. [redacted]. By Wednesday, February 3, 2016 the [redacted] was issued by [redacted]. This was confirmed via e-mail to Ms. [redacted] on this same day. Additionally, the [redacted] underwriter notified Ms. [redacted] on February 3,2016, of the [redacted] issue being resolved and the certificate being placed in the mail. Regarding the final interest rate, our records show that Ms. [redacted] originally locked in her interest rate on April 6, 2015 at 3.875% paying .25% discount for a total of $460.75. On April 7, 2015 the rate was relocked at 4.125% with a credit of 1.125% for a total amount of $2,073.38. As Ms. [redacted] did not have sufficient cash to close, the higher rate option with a large discount provided her opportunity to lower the amount of cash required at closing. Ms. [redacted]'s Good Faith Estimate and Settlement Statement will be mail to her under separate cover for her review. In regards to Ms. [redacted]'s interaction with the Loan Originator, we appreciate Ms. [redacted] bringing her concerns to our attention. We sincerely apologize for any inconvenience this has caused and that our service did not meet her expectations. We strive to provide our customers with respectful, friendly service in a timely and thorough manner. We are also committed to making improvements when needed to ensure we treat our customers in a manner that shows we value their business and time. We will use this as a training opportunity for our loan originators. From reviewing the loan file details, our record show the Loan Originator provided multiple Loan Cost Worksheets to Ms. [redacted] for numerous different Loan Programs. The Loan Cost Worksheets were generated in an effort to provide Ms. [redacted] as much information about the different loan options available to her. Additionally, there were multitude of e-mails between Ms. [redacted] and her Loan Originator confirming there were efforts to keep an open line of communication. However, Ms. [redacted] has requested the contact information of another Loan Originator at FNBO to assist her with any future needs or concerns and I have provided my information accordingly. Thank you for giving me the opportunity to address Ms. [redacted]'s concerns. Ms. [redacted] can reach out to me directly with any additional questions or concerns that may arise. Gary V[redacted] Managing Director, Home Mortgage Division First National Bank [redacted]