Is there was a way to adequately express the anger and frustration I felt during this mortgage experience? No. Therefore, this brief review will have to suffice. My husband and I were purchasing our first home. We were referred to Prosperity by our financial adviser. Upon calling several banks, we realized that Prosperity was able to give us the best rate, and so we settled on them. From the beginning Mei and her team (including Kandi) displayed an extraordinary level of incompetence and laziness.
We promptly provided documents that were requested, only to have a follow-up every few days thereafter requesting additional documentation they had forgotten to ask for initially. While annoying, this behavior did not rise to an unacceptable level.
The real kicker came less at 5pm, the day before closing when we were informed from the title company that Mei informed them we would not be able to close on time the following morning. This is completely unprofessional for several reasons. 1) The title company, not Mei herself, informed us of this problem. 2) After we reached out to Mei, we were told that because her employee had not correctly filled out the paperwork, they did not have a needed form from us.
At the 11th hour, my husband was forced to scramble around to resolve the situation caused by Mei's utter lack of work ethic...speak to Mei's manager to get the requirement waived, re-arrange a closing time, and try to work this bump out with the sellers. Mei insisted this was not her problem, but instead a problem by her staff. Upon speaking to our wonderful real estate agent, we were informed that in fact this situation was caused by Mei who had noted to our agent "The buyers filed separate taxes. I need to remember that for the paperwork later." How disgusting to pass along your mistakes to your employees. To add to the already stressful home-buying experience, we were forced to deal with the results of Mei's incomprehensible lack of morals and competence.
Mei apologized and promised to be at the closing to answer any questions we might have as we signed the papers. Although lenders are not customarily at closings, we thought this was her way to show she was making amends. Imagine our surprise when 10 minutes after the start of the closing, Mei calls to inform us she is at a different location and will not be able to make it to our closing on time. Shocker. To add insult to injury: in the middle of closing, the escrow agent informed us that there was no survey done on the property. "That is incorrect" we told the agent. "Mei sent us an email several weeks back telling us she had arranged for a survey to be done on our behalf." (as my husband pulls up said email on his phone). This was an extremely important issue for us, as we planned to erect a fence immediately upon moving into the house, and we had been assured the proper steps were taken. I proceeded to call Mei and ask her about this problem, at which point I was told "I did not have the survey done and did not tell you I would." Au contraire, Mei. I explained I was looking at am email from her that said quite the opposite. How did Mei handle this situation? Much as she does every other...mumbling an apology for the miscommunication. At this point, I am seething with anger, but manage to keep the choice words I would like to scream at her to myself.
The cherry on top of this excruciating experience occurred when Mei did not offer to reduce the $995 ""Origination Fee" that we paid to her and her team, as a good-faith gesture for the misery she caused. Mei had explained early on that she loved her job...no wonder, I'd enjoy mine too if I got paid to do absolutely nothing.