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Kootenai Animal Hospital

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Kootenai Animal Hospital Reviews (5)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regarding the escrow being distributed in the payoff as common industry practice: The new lender said they have never processed a refi with this practice in the past The title company said the same as well as the escrow department Therefore, the new lender (union savings bank) never mentioned to me that this could happenI was never offered the payoff info from Union Savings Bank to view as there apparently was not the possibility of the escrow being forwarded to the payoff This was their opinion.Also, I received the closing disclosure statement from Center Bank about a week AFTER our closing on December and rather than expecting a refund for escrow in mail, saw that the escrow had been used to payoff the loan instead This was the first time I learned of Center Bank doing this Very poor customer service.In my opinion, Center Bank had no right to do this without my knowledge Escrow money belongs to the customer who should be not just advised, but asked how they would like THEIR money to be distributed The payoff statement was sent directly to Union Savings Bank per their suggestion Center Bank made no effort to try to resolve this and in fact the representative appeared to have responded as situations as these are a common occurrenceShe seemed to have explained this numerous times to other customers Poor practice on Center Bank's end without asking their customer how they wish the money to be distributed REsponse letter from Lee Lyon mentioned that if I had asked they could have distributed differently THEY SHOULD HAVE ASKED ME as I've never experienced a refinance with these circumstancesCenter Bank has created a great hardship to me as I still do not have money to pay my property taxes and insuranceWill steer anyone from this bank[redacted] [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

In reply to the above referenced complaintI am sorry that *** *** is unhappy with her refinance transactionCenterBank follows a common industry practice to net escrow balances from loan payoff calculationsThis practice is identified as appropriate according to banking regulations
Below is a recap of the payoff of her loan.We received and processed the payoffrequest on December 12, Per Ms***'s instruction the payoff information was forwarded to Prominent Title Company acting for Union SavingsThe information forwarded detailed the application of escrowThis information was available to Ms ***'s Union Savings loan officer at that timeIt also should have been detailed in a closing disclosure statement provided to her three days before closingIf Ms*** raised this issue prior to the closing, CenterBank could have adjusted the payoff to the method she preferred.*** ** ***Senior Vice President

Attached are the requested documents.  The customer did not previously request the bank provide the payoff directly to them, therefore we replied directly to the title company per the instructions.  I have attached documents pertinent to this transaction. 1) The request from Prominent Title to generate the payoff,2) Borrower authorization,3) Payoff statement provided to Prominent showing the escrow balance was reducing the loan payoff amount4) The banking regulation from the CFPB website that affirms CenterBank was following permissible banking practices. Unfortunately, the bank will not be able to pay the real estate taxes, the customer did receive the escrow funds bank as required by banking regulation. Thank you for the opportunity to reply to this matter.

My desired resolution is that others will not fall prey to Center Bank's policy of using their customer's escrow money as they wish.  I was not aware how they were proceeding with pay off until after we closed on new loan.  Partly fault of Center Bank and partly fault of new lender as it was in their paperwork which they overlooked.  New Lender Union Savings Bank and Prominent Title Co claims they have never refinanced a customer not expecting to have the escrow money returned.  Center bank should have sent me specific info and in fact should have ASKED me how I wanted MY escrow money distributed.  Paperwork or electronic mail should have come directly to me.  They were also not considerate in any way when I called to ask why this had happened.  In fact, rude.  A real resolution would be for Center Bank to pay my property tax due now since the money designated was in the payoff which was not desired. They created a huge financial hardship for me.  I'll be sure to steer all friends/family away from this lender and will also speak to the realtor who guided me there initially.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regarding the escrow being distributed in the payoff as common industry practice:  The new lender said they have never processed a refi with this practice in the past.  The title company said the same as well as the escrow department.  Therefore, the new lender (union savings bank) never mentioned to me that this could happen. I was never offered the payoff info from Union Savings Bank to view as there apparently was not the possibility of the escrow being forwarded to the payoff.  This was their opinion.Also, I received the closing disclosure statement from Center Bank about a week AFTER our closing on December 13 and rather than expecting a refund for escrow in mail, saw that the escrow had been used to payoff the loan instead.  This was the first time I learned of Center Bank doing this.  Very poor customer service.In my opinion, Center Bank had no right to do this without my knowledge.  Escrow money belongs to the customer who should be not just advised, but asked how they would like THEIR money to be distributed.  The payoff statement was sent directly to Union Savings Bank per their suggestion.  Center Bank made no effort to try to resolve this and in fact the representative appeared to have responded as situations as these are a common occurrence. She seemed to have explained this numerous times to other customers.  Poor practice on Center Bank's end without asking their customer how they wish the money to be distributed.  REsponse letter from Lee Lyon mentioned that if I had asked they could have distributed differently.  THEY SHOULD HAVE ASKED ME as I've never experienced a refinance with these circumstances. Center Bank has created a great hardship to me as I still do not have money to pay my property taxes and insurance. Will steer anyone from this bank.[redacted]
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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