First National Financial Corporation

We have been with this company for 14 years. When we last renewed we decided to take out some equity to do home improvements, only to find out we have to completely re apply for a mortgage, involve a lawyer, etc etc. This cost us more money out of pocket but we let it all slide. Now our mortgage is up for renewal again and instead of jumping through the hoops we had to last time we decided to switch institutions. They are making it imposiible to leave them as they still have us registered to the first mortgage (THAT THEY PAID OUT) as well as our current mortgage. I requested a payout statement and lo and behold!!! More hoops to jump through. I can not request a payout statement verbally even though all my credentials check out, I have to request through email, which both I and my new financial institution have done with absolutely no response.

! *** . After having the same mortgage with them for over 15 years, they leave a voicemail, out of the blue, one day last month and demand proof of insurance. This is the first time that they've requested updated insurance docs or at least, the first I've heard about it. Although I was swamped at work, I contacted my insurance broker right away and asked for the proper form to send onto the mortgage lender for proof of insurance. I turned their request around within a day. They even sent an e-mail confirming they've received it. Next week I get a letter advising me that FN is going to withdraw $150 for insurance they've added to my property and then an additional $40 every month thereafter for admin fees. I called and ask what the heck that's about...since I've already provided proof of insurance. The rep on the phone assures me that it was a mistake as the docs proving I have insurance have been filed and not to worry. Then two weeks later they withdraw almost $200 from my account without my authorization. I call to balk about the *** withdrawal and sent docs in weeks earlier. They could not even explain why they took the withdrawal as they did not have a record of it and informed me that if I wanted the money back, I would need provide banking records showing the withdrawal, a running tally of my banking balance, details of overdraft protection, yada, yada, yada. So, basically they have no record of the money they *** took from my bank account and are going to make me jump through hoops to get it back. Nice way to treat a customer after 15 years. It should not even be legal to ask for somebody's banking records. I told them that my running bank balance was NONE OF THEIR BUSINESS! Suffice it to say, once my mortgage term ends with this hack institution, I will no longer be doing business with them. Of course, I've been advised by them that switching mortgage lenders is going to cost me $300 for more nonsense admin fees. That's $100 more than the going rate. I informed them that I charge admin fees of $100 for *** withdrawals from my account. Do you think I'll ever get payment from them for that?

When first signed up I thought wow this place is great. As the years have gone by I have been noticing they stop doing curtousy things such as making extra on each mortgage payment. My goal is to pay off mortgage in 15 years. When I started there I went on variable and was able to pay 40 extra per week. When I renewed 5 years later I went with fixed rate and raised extra payment to 60 per weekly payment. On my most recent renewal I decided to do variable one again and with the extra 60 per week my mortgage would be paid off in around 14 years.
Well guess not as easy as I thought, they said because I'm on variable I can't do the 60 per week but I can do 120 bi weekly extra. Huh? I was also told I would have to call back every three month to set up more bi weekly extra payments. This means I would have to call every 3 months and sit on phone for 20 minutes just to have extra come off each payment. I have been paying extra since I got the *** mortgage so why do *** difficult now. I think we all know why. Shame on you first national!

- they do not honour pre negotiated rates and contracts that have been sent in.

Be EXTRA diligent with every confirmation from their team, and followup constantly to a point of being annoying.

Their customer service is awful, and their company core values are extremely inconsistent.

I'm embarrassed for their team and for their inability to understand where accountable and responsibility is needed.

. Lost out on $10,000 on a forgivable loan because they misplaced and misinformed me on paperwork. Now they misplaced my insurance and I got my lawyer to call .... she agreed .... nightmare

I wish I was smarter and read these reviews before I initiated a mortgage agreement. Trusting my mortgage broker to provide good advice on institution choice/renewal rate, I did not look elsewhere. Our financial standing was in perfect order (being the perfect customer as my old bank stated) and our term was ending. The whole debacle started last December when we locked in for 3 months. The agreement was signed between us and this bank sometime in January, promising to offer us the rate starting March 8th, with the rate of 2.99%. The date came around and passed. I asked my broker what is the update? She states to wait, everything should be in order. Close to a month passes and I tell my broker that I still haven't heard a word. She calls in and finds out that my agreement was CANCELLED. I wanted to blow up, after all the effort, and the loss. I asked them for an explanation, but they gave my broker "elementary" excuses. ***
1. Cancel your agreement without notice or explanation after everything is signed and agreed upon. Any professional business would have the professional due diligence of notifying the customer before they do it. Funny enough in their agreement they even ask a client to provide written notice if they are to cancel within 30 days.
2. I asked my broker to deal with a more knowledgeable representative after the fact, but they couldn't fix their mistake. They come back and offered a new deal a bit higher rate and stated that I would need to pay other legal fees with them.
3. In the past 3 months they searched me inside and out for different documents, employment, income, ***, referral letters, current bank mortgage agreement (***) on multiple occasions.
So therefore I dedicated my commitment and effort to them for 4 months, only to find out that I need to search for a new bank or renew with my own, now when the interest rate is much higher. *** To think that I was going to pay them almost 40,000$ on a platter just to service for mortgage for 5 years.

I received a letter from them last year informing that they would be doing an auto debit of $85.00 from my account for an NSF fee. When I called them to find out what it was for they told me it was for an NSF transaction that had occurred 3 years previously. I informed that it was a little too long after the fact to be charging me and said I would not pay it. This month I wanted to move my auto debit payment date by 2 days for this month only and they are going to charge me an $85 fee for doing so.

With out going into personal financial details I will say this, you will never be able to speak to a manager. There is no physical office to go into and settle anything. I had so many frustrating hour long phone calls with company as I tried to close out my mortgage. I asked for specific taped phone calls and never received them. They say things over the phone then the amount is different in the next email. Your emails and concerns are not dealt with quickly. Tried to set up lump sum payments on their website, doesn't work. They are not allowed to do anything over the phone so you have to send it in writing, to which you will get a response that they are very busy and will get to your request in 48 hours and they don't. I asked many times, months in advance for the final payout amount including a history of account statement to find that the final amount on the statement did not include the last monthly payment. So they took out of my account two amounts. I asked soooo many times for the exact total, why can't they make things simple! I had one manager call me back after many request to speak to higher authorities than the customer service representatives and no one did til I mentioned I would never give them my referral. If you are the type of client who likes and needs a personal relationship with your mortgage company DO NOT GO WITH FIRST NATIONAL. ***! I spent hours and hours getting no where, just trying to get my mortgage paid out ***. Go with a bank, you can always go in to a bank and get your answer ***! Funny thing.....you will find they take their time when you are trying to close out with them but don't be late on a payment they will advise you after 3 missed payments they will start foreclosure!