1 /5 Karisma Redd: My fiancé and I were pre-approved for a loan on a Sunday and scheduled a follow-up phone appointment for 10 AM Monday. No one called. When we followed up, we were told the appointment was for 10 AM Sunday—which is impossible, as we applied Sunday afternoon.
On Monday, we uploaded all required documents and were told we’d get a call back that same day. No one called. We reached out again around 4 PM and were told we needed to upload an additional document for address verification. No problem, we uploaded a bank statement. Again, no call back.
Tuesday morning, we called for an update. We were told the bank statement couldn’t be accepted because there was “no activity”. We explained it was a account she just started using back again but it was a open account with a current statement showing her residential address , but they dismissed it, even though this was just to verify address, not income. We uploaded a medical bill instead around 11 AM and were told we’d get a call back that day to finalize everything. Again nothing.
When we called around 3:30 PM, we were told our loan wouldn’t be processed that day due to too many “online closings.” But earlier, we had been told they don’t usually do online closings because they prefer to meet customers in person. Every time we spoke to Heather, she told us Mike was “busy doing an online closing.”
Wednesday at 10 AM, they called to start the online closing. Suddenly, my fiancé’s phone number couldn’t be verified, even though Heather confirmed it was correct and my fiancé had previously verified that number multiple times when logging into their system. The system just showed a generic “system error,” not a failed verification. We offered to try using my phone instead and were told immediately no despite Heather saying she had never seen this issue before.
At this point, we genuinely felt like we were being forced to come into the branch to close, even after making it clear we were out of town and unable to do so. It felt intentional and discriminatory. We went above and beyond, submitting 5–6 documents to verify our information. Everything they asked for, we provided.
In the end, it felt like Mike deliberately blocked our process. Whether it was personal bias or lack of professionalism, we felt sabotaged. I would not recommend getting a loan from this branch. The communication was poor, the process was inconsistent, and the experience was incredibly frustrating and disappointing.
