Priority Bank - Nationwide Branches

SR | Dec 2, 2020

Only gave it one star because we had to. We were referred to Priority Bank by Rausch and Coleman homes as we purchased a house from them. That is the only reason we even started a home mortgage with them. They have the most rude, unprofessional and degrading employees. Their customer service is horrendous. When we complained, all we got was an apology. First, their representative, Mauricio and boss, Kelli Franks, told us to show up at the Mission Blvd. branch. Even in COVID-19, we wanted to do that, so that our identities could be verified and so that we could provide copies of any needed documents. Mind you, we showed up with seniors above 80 years of age. Far from it being a step towards informing us about the loan or processing it, they type-casted us because we weren't white. On top of that, I, as a female, was summoned by their representative, Mauricio, to his office where His Highness did not even budge from his seat as I stood before him repeating that I am here, with the seniors and all documents because YOU and I made an appointment (I made that painstakingly after calling that guy for a follow-up several times!). I stood there talking as if I was a beggar. At some point, I seated myself. The guy's desk was clear. He was too busy showing off his muscles and probably thought he looked handsome or a big shot or something. I am a very busy person and moved around a lot of things to show up there with seniors. So, I ignored. The Bank never even opened a file on our case. I made several follow-up calls and sent emails to be prepared for any other mortgage related issues in time for the closing. Not only did I never get a response, but on the fly, Mauricio and Kelli Frank told us to move 100k+ worth of money between banks and accounts to ensure that we would have the down payment WE decided to put down at the time of closing. No, you have no right to tell people to move money or show you any money before you have processed a loan application and are ready to take interest rates. Even after that, the negligence continued. We called, emailed and texted them several times and they disappeared. 1.5 months later, their representative, Mauricio, got back to us and asked us where we were at 1.5 months ago with the money moving and showing! I still reminded him and wanted this to go smoothly because Rausch and Coleman Homes had pointed us towards them. Again, nothing. Then suddenly, Thanksgiving Day, he emails on how everything needs to be done. The guy did not even have the borrower's name right on the lending documents for which I had already provided all license copies! Next, he starting texting and emailing with smiley faces Sunday after Thanksgiving, late in the evening to see if I got his emails. Never once in his emails did the guy even have the courtesy to address his client properly. Emails just started without salutations or greetings. If I asked a question by email, there was never a response. We finally decided to put full cash down on the house because guess what? The brown seniors Priority Bank on Mission Blvd. saw actually had money in their pockets! Kelli, the supervisor, simply put through a phone call to apologize after it was all over. The representative is still there. She never had a file to look into the case, so obviously she was not going to solve any issues or take up the case herself...so much for being a supervisor! We are NOT first time home buyers. Not a single bank from BoA, to Wells Fargo to Arvest has treated us poorly let alone so degradingly. Hope Rausch and Coleman Homes make a note of this as they have recently purchased a lot of property to build similar homes in other towns of Arkansas.