· Charter One Bank
6/22/11
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Wed 6/22/11 12:49 PM |
To: | AngryBirdManConsumer |
Cc: | Manning, Matthew W (Matthew.W.Manning@charteronebank.com) |
We appreciate you giving us the opportunity to assist with your refinance. Matt Manning our Business Banking Officer had asked me to contact you to see what we could do to assist you in your mortgage needs. Please let me know what would be a good time for me to contact you so we could go over some basic preliminary items. Thanks again for giving us the opportunity to assist with your financing.
Have a great day!
Kris Pejoski
Home Lending Executive
· RE: Charter One Bank (home lending division)
6/24/11
To kris.pejoski@charteronebank.com
| |
Sent: | Fri 6/24/11 10:11 AM |
To: | kris.pejoski@charteronebank.com |
kris:
here is some initial information. i will send over the attachments shortly.
· mortg statement
To kris.pejoski@charteronebank.com
From: | |
Sent: | Fri 6/24/11 10:47 AM |
To: | kris.pejoski@charteronebank.com |
Kris:
I think these are all of the information you need. If I missed something let me know.
So, just a reminder. I am going to sell w oak or rent it out and move into my 3660 property.
In addition, my income is low. If needed, my father can be added onto the loan, as a co-signer. Just let me know if you need his taxes.
· RE: Charter One Bank (home lending division)
To kris.pejoski@charteronebank.com
From: | |
Sent: | Tue 6/28/11 10:08 PM |
To: | kris.pejoski@charteronebank.com |
Hi Kris:
Any update?
Thanks
· Re: Charter One Bank (home lending division)
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Wed 6/29/11 7:09 AM |
| |
Good morning ,
I will check on status of your file today and follow up with you.
Subject: Charter One Mortgage
Date: Wed, 29 Jun 2011 15:48:57 -0400
From: Kris.Pejoski@charteronebank.com
What were you wanting to refinance into? I’m asking because I just received the exception pricing, see below for rates on subject property:
30 year fixed- 5.75%
7 year ARM- 4.25%
5 year ARM- 3.875%
Please let me know how you would like to proceed, I know your current 30 fixed rate on subject is 5.375%, slightly lower than what we can do on our 30 year portfolio exception product. The rate is higher because we have to apply a risk hits for property being a non warrantable, non occupied, and classified as condo. Just email me back on how you would like to proceed.
Thank you.
Kris Pejoski
Home Lending Executive
· Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Wed 6/29/11 2:50 PM |
To: | kris.pejoski@charteronebank.com |
Kris:
I would like the 5 year arm.
· Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Wed 6/29/11 4:28 PM |
To: | kris.pejoski@charteronebank.com |
assuming my property is underwater..... what type of equity cushion do i need to provide? 10% ?
and is the origination fee the equivalent of points? and are you saying this point for this 5 yr ARM is one point?
and would your bank use the appraisal i just paid to a third party?
· Charter One Mortgage
To richard tigran gazarian
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Wed 6/29/11 4:54 PM |
To: | |
I will not know what kind of equity they will want to see until we submit through exception. The ones I have been seeing get approved have had equity of 20% or more. Because anything less than 20% requires mortgage insurance which would be very difficult to get approved on this property. Yes there is an origination charge on the loan do to pricing risk, since your loan is a non-warrantable, investment property, and condo it causes pricing to go up. We can not use your appraisal that you have ordered from a third party, appraisals are highly regulated and can only be order from a mgt company, at that point the appraiser is randomly selected from our approved list of appraisers
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Wed 6/29/11 4:56 PM |
To: | kris.pejoski@charteronebank.com |
Hi Kris:
Let's please start the process.
Tell me the next step.
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Fri 7/01/11 10:07 AM |
To: | kris.pejoski@charteronebank.com |
To: kris.pejoski@charteronebank.com
Subject: RE: Charter One Mortgage
Date: Wed, 29 Jun 2011 16:56:55 -0500
Hi Kris:
Let's please start the process.
Tell me the next step.
____________________________________________________________________________________________
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Wed 7/06/11 10:56 AM |
To: | kris.pejoski@charteronebank.com |
kris
is there something wrong?
· Charter One Mortgage
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Wed 7/06/11 11:01 AM |
To: | |
Nothing is wrong with file; just right now I have submitted your file to upper mgmt to go through exception process. At this time we are just playing the waiting game, it is out of my hands and yours right now. I will keep you posted on updates.
Thank you.
ANGRYBIRDMANCONSUMER- This is where I start to get a little nervous. 3 emails no response for 8 days.
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Wed 7/06/11 11:26 AM |
To: | kris.pejoski@charteronebank.com |
Hi:
Sorry, I misunderstood. I thought I was approved. Let me know when you hear back from them.
ANGRYBIRDMANCONSUMER- Now the waiting game really begins. Charter One Bank does not believe in proactive communications.
· RE: Charter One Mortgage
·
To kris.pejoski@charteronebank.com
From: | |
Sent: | Tue 7/26/11 5:31 PM |
To: | kris.pejoski@charteronebank.com |
Hi Kris:
Did you ever hear back?
ANGRYBIRDMANCONSUMER- No update for 20 days.
· RE: Charter One Mortgage
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Thu 7/28/11 8:07 AM |
To: | |
Hi,
Sorry I didn’t get back to you sooner I was out of town and just got in. Our first request was rejected so I had to restructure a little bit and re submit, I will hear back on round 2 next week sometime. I will keep you posted once I hear something back.
ANGRYBIRDMANCONSUMER- Aahhh 22 days later, and Charter One breaks radio silence.
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Thu 8/18/11 3:35 PM |
To: | kris.pejoski@charteronebank.com |
kris-
did you hear back?
ANGRYBIRDMANCONSUMER- I guess 21 days is too soon to expect an update. I guess proper business etiquette in 2011 requires the customer not to ask for updates. "Don't bother us, we will call you when we are ready."
· RE: Charter One Mortgage
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Thu 8/18/11 3:37 PM |
To: | |
Yes I did, I will call you this afternoon to discuss. What would be a good time for us to talk this afternoon?
ANGRYBIRDMANCONSUMER- You will notice, when I reach out to Charter One Bank, it just happens to be the day they have an update for me.
· RE: Charter One Mortgage
·
To kris.pejoski@charteronebank.com
From: | |
Sent: | Thu 8/18/11 3:38 PM |
To: | kris.pejoski@charteronebank.com |
im free for the next hour or so
· RE: Charter One Mortgage
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Thu 8/18/11 7:52 PM |
To: | |
I had tried calling you earlier and left you a VM, please contact me on my cell phone when you have a chance to discuss your deal.
Thank you.
ANGRYBIRDMANCONSUMER- It took a little while to figure this out. Charter One Bank decided instead of calling me on the phone number I provided on every application and on some of my emails they would call my business partner who has nothing to do with my refinance. More professionalism at Charter One Bank!
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Mon 8/22/11 12:49 PM |
To: | kris.pejoski@charteronebank.com |
kris.
please call me when you get a chance 617-555-1212
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Tue 8/23/11 1:24 PM |
To: | kris.pejoski@charteronebank.com |
it seems we cant connect. can you please just email me the information.
· Re: Charter One Mortgage
To rmgazzy@hotmail.com
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Tue 8/23/11 1:26 PM |
To: | |
Hi,
I just got back into town from the weekend, I am still at the airport. I will be back in the office this evening and will call you as well as email tonight.
Thanks
ANGRYBIRDMANCONSUMER- I am not sure where you work. My experience in business is great service results in great business. Charter One Bank has a different strategy. When they are away on business, they do not bother to update their voice mail or update their "out of office" on their email.
· RE: Charter One Mortgage
From: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
Sent: | Wed 8/24/11 9:25 AM |
To: | |
Please call me when you have a chance, I will be in the office all day today.
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Thu 8/25/11 10:30 AM |
To: | kris.pejoski@charteronebank.com |
Kris:
This is a very strange situation.
I think I submitted the paperwork in late June/early July.
Is 6-7 weeks a normal turn around for a mortgage decision?
In addition, you can not return a call. How many emails and vm do I need to leave?
I am sorry if you are out of the office on vacation. You can have an auto-respond on your email and a message on your vm.
This is awful service. Please provide me with the name of your manager and phone number.
ANGRYBIRDMANCONSUMER- This is where the gloves come off. It has now been two months since I submitted my refinance application. Not only has nothing happened, but I have been subject to awful service.
· RE: Charter One Mortgage
To kris.pejoski@charteronebank.com
From: | |
Sent: | Fri 8/26/11 9:48 AM |
To: | kris.pejoski@charteronebank.com |
got your message yesterday. i rather speak to someone else. please make arrangements. thanks.
· RE: Charter One Mortgage
Hi,
I have attached my managers contact info down below:
John Cashner
Illinois Sales Manager
*********************
Charter One Bank
234 S. Randall Rd.
Algonquin, IL 60102
847.794.7127 | office
847.458.0217 | fax
847.804.0866 | cell
Subject: RE: Charter One Mortgage
Date: Tue, 30 Aug 2011 16:00:44 -0400
From: John.P.Cashner@charteronebank.com
CC: Kris.Pejoski@charteronebank.com
The most we can lend you is 75% of the value. If the value is $150,000, we can lend you $112,500.
The condo would need to meet all FNMA guidelines and be approved by FNMA.
The rate today on a 5 Year ARM is 3.375% with 0 points.
Please confirm if you wish to proceed and pay the application fee of $425.
Thanks,
John
ANGRYBIRDMANCONSUMER- I now make contact with Kris's manager, John, who amazingly is just as incompetent.
· RE: Charter One Mortgage
To john.p.cashner@charteronebank.com, kris.pejoski@charteronebank.com
From: | |
Sent: | Tue 8/30/11 3:22 PM |
To: | john.p.cashner@charteronebank.com |
Cc: | kris.pejoski@charteronebank.com |
Understood.
Can you also share with me the fixed 15 year number?
Will the rates be locked in?
Does the application fee include the appraisal?
· RE: Charter One Mortgage
Pejoski, Kris
From: | Cashner, John P (John.P.Cashner@charteronebank.com) |
Sent: | Tue 8/30/11 3:52 PM |
To: | |
Cc: | Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
The rate on a 15 Year Fixed would be 4.125% with 0 points.
Rate is locked when you apply.
The application fee does not include the appraisal.
Thanks,
· RE: Charter One Mortgage
From: | |
Sent: | Wed 8/31/11 1:51 PM |
To: | john.p.cashner@charteronebank.com |
i would like to begin this process.
i am leaving the country for a month on this saturday. so if you need any additional paperwork please let me know ASAP.
i am interested in this rate--The rate today on a 5 Year ARM is 3.375% with 0 points
here is my cc for the application
xxxx xxxx xxxx xxxxx
617 555 xxxx
· FW: Pricing Changed for 0023781578
8/31/11
To Pejoski, Kris, McKinnon, Brissa A
From: | Cashner, John P (John.P.Cashner@charteronebank.com) |
Sent: | Wed 8/31/11 7:27 PM |
To: | |
Cc: | Pejoski, Kris (Kris.Pejoski@charteronebank.com); McKinnon, Brissa A (Brissa.McKinnon@charteronebank.com) |
You are locked on a 5 Year ARM at 3.375% with 0 points.
I will follow up with you tomorrow regarding what updated documents we will need.
Thanks for giving us the opportunity to assist with your refinance.
John
John Cashner
Illinois Sales Manager
· RE: Charter One Bank - refinance
To john.p.cashner@charteronebank.com
From: | |
Sent: | Thu 9/01/11 2:35 PM |
To: | john.p.cashner@charteronebank.com |
John:
Please find all enclosed documents. Please tell me if you need anything else.
Thanks
617 555 xxxx
· bank - brokerage
To john.p.cashner@charteronebank.com
From: | |
Sent: | Thu 9/01/11 2:46 PM |
To: | john.p.cashner@charteronebank.com |
tell me if i am missing any documents
ANGRYBIRDMANCONSUMER- In the last couple of days of August I provide all needed documents, including credit card for an appraisal. I also, apprise John, that I will be out of the country for a month. It is 9/1/2011.
· RE: n lakeshore
·
To john.p.cashner@charteronebank.com
From: | |
Sent: | Mon 9/12/11 2:20 AM |
To: | john.p.cashner@charteronebank.com |
Hi John:
I wanted to check in and see what the status is for the refi.
· RE: n lakeshore
· To john.p.cashner@charteronebank.com
From: | |
Sent: | Sat 9/17/11 1:55 AM |
To: | john.p.cashner@charteronebank.com |
john
can i get a status update?
ANGRYBIRDMANCONSUMER- It has now been another 17 days. No update. And John can not be bothered to respond to 3 emails. It seems odd to me, that a customer of Charter One Bank who expressed their dissapointment with service and then gets the matter escalated is met by the same indifference.
· RE: n lakeshore
To john.p.cashner@charteronebank.com
From: | |
Sent: | Thu 9/22/11 6:22 AM |
To: | john.p.cashner@charteronebank.com |
Bcc: | |
Hi John:
Tell me if I am missing something or this is the type of service that should be expected at Charter.
A little recap, I started working with Kris in late June. Kris provided a poor level of customer service and in a two month period can not tell me whether Charter can process my loan.
Out of frustration from a lack of response, and awful excuses from Kris such as "I had your wrong phone number" and "I was travelling" but does not know how to update his VM or auto response on his email, I end up speaking with you.
Your odd behavior includes defending his level of service and competence and continually CCing him on all our communications (despite the fact that we were speaking because I no longer wanted to work with Kris.)
Upon our first conversation you were able to process my loan within 24 hours. Why could Kris not provide an answer in two months?
I submitted all requested paperwork in late August within 48 hours. I have never heard back from you. Did you schedule an appraisal?
I emailed you twice as a follow up during the last 21 days. No response. Was I being too aggressive? Too bothersome?
Are you too busy? Too lazy? Poor work ethic? Unprofessional? All of the above?
John, please provide me with the name of your direct superior, his email, phone number and address. And try and respond in a professional like 24 hour window unlike your previous non responses.
ANGRYBIRDMANCONSUMER- Another 22 days pass without an update or response to any emails. Time to escalate again.
Guess what Charter One Bank has pulled a hat trick. Three levels of management all equally incompetent.
Please send my compliments to the Hiring Manager.
· RE: n lakeshore
To richard tigran gazarian, Crisman, Todd D, Pejoski, Kris
From: | Cashner, John P (John.P.Cashner@charteronebank.com) |
Sent: | Thu 9/22/11 9:57 AM |
To: | |
Cc: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com); Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
I responded to your last e-mail and advised the appraisal has been ordered and the Appraiser should be contacting you this week. What additional information are you looking for me to provide?
Below is my Manager’s contact info:
Todd Crisman
VP-Regional Sales Manager
RBS-Charter One Bank
Home Loan Solutions-Mortgage
One Grant Square
Hinsdale, IL 60521
Telephone: 630-794-8704
Mobile: 630-864-7812
Facsimile: 877-602-6112
ANGRYBIRDMANCONSUMER- Sadly not true. No one ever contacted me. And, yes, don't worry, later on, I need to remind them to schedule an appraisal.
· RE: n lakeshore
To richard tigran gazarian, Crisman, Todd D, Pejoski, Kris
From: | Cashner, John P (John.P.Cashner@charteronebank.com) |
Sent: | Thu 9/22/11 2:33 PM |
To: | |
Cc: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com); Pejoski, Kris (Kris.Pejoski@charteronebank.com) |
The phone number we have on file is for your business partner. Please provide a different phone number (so we can give to the Appraiser).
John
ANGRYBIRDMANCONSUMER- Again, they are looking at a file with my partner's phone number. This file has nothing to do with my partner.
Why does Charter have me fill out multiple applications if they do not even bother to use the information. Nevermind, I had my number on several of the emails. And finally, I told them I was out of the country. Maybe they should try emailing?
· RE: n lakeshore
To john cashner, todd.d.crisman@charteronebank.com, kris.pejoski@charteronebank.com
From: | |
Sent: | Fri 9/23/11 2:49 AM |
To: | john cashner (john.p.cashner@charteronebank.com) |
Cc: | todd.d.crisman@charteronebank.com; kris.pejoski@charteronebank.com |
Todd:
maybe you can answer this on behalf of your employees. just out of curiosity, can you answer why john and kris think it is normal to take 2-3 weeks to respond to an email or never respond?
is this normal charter business practice?
my number is 671 555 - xxxx. as i explained to you in august when we spoke, i am out of the country. any communications until early october need to be done via email.
in regards to my phone number. this refi, has nothing to do with my business acccount. any of the documents for the refi i filled out included my personal #, not my partner's number.
the additional information i was requesting was that in 22 days i never heard back from you in regards to my refi. the emails i sent to you were requessting an update. You never responded to them.
ANGRYBIRDMANCONSUMER- Now I am taking to the manager of the manager. I am sure the service will be great now.
· RE: n lakeshore
From: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com) |
Sent: | Fri 9/23/11 7:08 AM |
To: | |
It is not Ok to respond to emails in a timely manner. I will get with John and find out what the issues are. I can say that the mortgage process is very difficult these days and if –as you stated – you have been out of the country – it would make it even more so.
I will find out what is going on with the loan and get back to you.
· RE: n lakeshore
To todd.d.crisman@charteronebank.com
From: | |
Sent: | Sat 9/24/11 4:23 AM |
To: | todd.d.crisman@charteronebank.com |
Bcc: | |
Hi Todd:
Thanks for the response. I do not really need an investigation into prior activity.
Yes, I realize the mortgage industry is in dire situation. There are also many other businesses that have faced substantial challenges over the last several years. Many of these companies have realized that this is an excellent time to grab market share with great service and customer service. Charter apparently is not following that strategy.
But yet, I find your excuse interesting and somewhat dissapointing. Responding to an email should be fairly straight forward, regardless of what country I may be in. (Other simple business activites include updating your voicemail and email when on vacation or out on business or calliing a client with a number he provided to you.)
I had two months of poor service with Kris. As a result, I started working with John at the end of August. I would have hoped the Kris situation was an outlier at Charter. And I imagined John would have made an extra effort to provide great service.
I supplied all documents to John prior to my departure. I never heard back from anyone at Charter. I emailed John twice as a proactive follow up on my part over a 17 day period during September. No response. How strange is that?
Todd, my only desire is to refi my place in a timely and efficient manner. I do not have any desire to manage the employees at Charter. I think it is sad that the onus is on the customer at Charter.
· RE: n lakeshore
To richard tigran gazarian
From: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com) |
Sent: | Sun 9/25/11 8:00 AM |
To: | |
I understand your frustration. We are all frustrated with the process and turn times. My comments were not meant as an excuse – just what is going on in the market.
We will do what we can to get your file approved and closed as fast as possible once the appraisal get’s delivered.
Thanks,
· refi 3660 n lakeshore
To todd.d.crisman@charteronebank.com
From: | |
Sent: | Mon 10/03/11 10:10 PM |
To: | todd.d.crisman@charteronebank.com |
Hi Todd:
I just got back from overseas. I received a packet from John. (This packet was sent to me after I had left for the trip, even though I had apprised him that I was leaving).
My name is incorrectly shown as xxxxx T xxxxx on all of the documents. My name is xxxx M xxxxx. No where in any of the forms I submitted did it show my middle initial as T.
Can you please apprise me of the time line of future events. Since we have communicated I have received no updates or communications.
What do I need to do at this point? Should I sign these documents John sent me in early September? (or do new documents need to be created with my correct name?)
Also, I realize interest rates have hit all time lows. Is there a more competitive rate?
Thanks
ANGRYBIRDMANCONSUMER- Again, Charter One Bank, can not use any documents I filled out. Instead, they make up a new name for me. I also told John, in late August, I would be leaving the country for 4 weeks. Yet, he is still sending me documents in the mail after I left.
· RE: refi 3660 n lakeshore
Cashner, John P
From: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com) |
Sent: | Tue 10/04/11 7:05 AM |
To: | |
Cc: | Cashner, John P (John.P.Cashner@charteronebank.com) |
I will have to get with John on the file and find out where it is in the process. I think we are still waiting on the appraisal but will check to find out. We will take care of the name change. Did you lock your file in? If the file is locked – you are protected if rates go up but unfortunately we can’t get a lower price because rates dropped. Again – I will check with John.
· RE: refi 3660 n lakeshore
From: | |
Sent: | Tue 10/04/11 8:17 AM |
To: | todd.d.crisman@charteronebank.com |
Cc: | john cashner (john.p.cashner@charteronebank.com) |
My understanding is the rate is locked, so that is fine.
How do you do an appraisal without getting access to the interior of the condo?
ANGRYBIRDMANCONSUMER- It is now 10/4. I gave Charter One Bank my credit card on 8/31 to do an appraisal. Here I am asking Todd (above email) how he plans on doing an appraisal of my unit with out arranging access to the interior of the unit.
Anyone in the industry? How long does it take to schedule an appraisal? For Charter Bank One it took over 40 days.
· RE: refi 3660 n lakeshore
From: | |
Sent: | Wed 10/26/11 4:06 PM |
To: | todd.d.crisman@charteronebank.com |
Cc: | john cashner (john.p.cashner@charteronebank.com) |
just wanted to check in. the appraisal was 10/11. i never heard anything back from you. is two weeks this normal turn around to share the information with the applicant??
it has now been over 4 months since i filled the application.
ANGRYBIRDMANCONSUMER- One more note, the appraiser reaches out to me the day of the appaisal. She was trying to reach me on the phone. She called the number Charter One Bank gave her. Guess who she spoke to? My business partner. Amazingly, Charter One Bank is still using my wrong phone number 4 months later.
· RE: refi 3660 n lakeshore
, Crisman, Todd D, Pejoski, Kris, McKinnon, Brissa A
From: | Cashner, John P (John.P.Cashner@charteronebank.com) |
Sent: | Wed 10/26/11 4:13 PM |
To: | |
Cc: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com); Pejoski, Kris (Kris.Pejoski@charteronebank.com); McKinnon, Brissa A (Brissa.McKinnon@charteronebank.com) |
We received the appraisal and the value came in at $180,000. Two weeks is a normal turn time to receive the appraisal.
We have increased your loan amount to $135,000 (75% of the appraised value).
Underwriting has requested the following additional items:
· 2009 tax return (all pages)
· 2 months of updated statements for Fidelity and Citibank (all pages)
· Name and phone number of the insurance agent for your rental condo (both for the building and for the interior of your unit)
·
ANGRYBIRDMANCONSUMER- It has been over two weeks since the appraisal. And it happens again. The day I just happen to follow up, is when Charter One Bank wants to provide me an update. I do not think I received one proactive email in 4 months.
· RE: refi 3660 n lakeshore
To john cashner, todd.d.crisman@charteronebank.com, kris.pejoski@charteronebank.com, brissa.mckinnon@charteronebank.com
From: | |
Sent: | Wed 10/26/11 4:17 PM |
To: | john cashner (john.p.cashner@charteronebank.com) |
Cc: | todd.d.crisman@charteronebank.com; kris.pejoski@charteronebank.com; brissa.mckinnon@charteronebank.com |
Thank you. I would like to proceed. I will follow up with these documents in the next 48 hrs
· Required documents....RE: refi 3660 n lakeshore
To john cashner, todd.d.crisman@charteronebank.com, kris.pejoski@charteronebank.com, brissa.mckinnon@charteronebank.com
From: | |
Sent: | Wed 10/26/11 4:38 PM |
To: | john cashner (john.p.cashner@charteronebank.com) |
Cc: | todd.d.crisman@charteronebank.com; kris.pejoski@charteronebank.com; brissa.mckinnon@charteronebank.com |
attached are all of the documents required by Charter
ANGRYBIRDMANCONSUMER- Here I am sending in documents for the 2nd and 3rd time. It took Charter One Bank so long to process my application all the data had gone stale.
_____________________________________________________________________________________
· follow up....RE: refi 3660 n lakeshore
From: | |
Sent: | Fri 10/28/11 1:32 PM |
To: | john cashner (john.p.cashner@charteronebank.com) |
Cc: | todd.d.crisman@charteronebank.com; kris.pejoski@charteronebank.com; brissa.mckinnon@charteronebank.com |
Hi:
I am following up to make sure you have all the documents that are needed to process the refi.
Most likely, on 11/5 I will be leaving the country for 3 weeks. In other words, I will not be at my house to collect documents, and will not have access to my phone.
All correspondence will need to be via email.
ANGRYBIRDMANCONSUMER- Here I turn around all the paperwork in less than 48 hours. I now share with them I will be out of the country for 3 weeks.
· RE: follow up....RE: refi 3660 n lakeshore (Gazarian)
To Crisman, Todd D, Pejoski, Kris, McKinnon, Brissa A, Parisi, Tiffany
From: | Cashner, John P (John.P.Cashner@charteronebank.com) |
Sent: | Fri 10/28/11 1:35 PM |
To: | |
Cc: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com); Pejoski, Kris (Kris.Pejoski@charteronebank.com); McKinnon, Brissa A (Brissa.McKinnon@charteronebank.com); Parisi, Tiffany (Tiffany.Parisi@rbscitizens.com) |
Yes, we received your documents.
· RE: follow up....RE: refi 3660 n lakeshore (Gazarian)
To john cashner, todd.d.crisman@charteronebank.com, kris.pejoski@charteronebank.com, brissa.mckinnon@charteronebank.com, tiffany.parisi@rbscitizens.com
From: | |
Sent: | Mon 11/21/11 9:19 PM |
To: | john cashner (john.p.cashner@charteronebank.com) |
Cc: | |
I wanted to check in. What steps do I need to take next to refinance?
ANGRYBIRDMANCONSUMER- What!!! Can you believe it! 24 days without an update! Shocking. That is so unlike Charter One Bank! Charter One Bank is great about hand holding and providing proactive service.
· RE: follow up....RE: refi 3660 n lakeshore
To, Crisman, Todd D, Pejoski, Kris, McKinnon, Brissa A
From: | Cashner, John P (John.P.Cashner@charteronebank.com) |
Sent: | Tue 11/22/11 5:37 PM |
To: | |
Cc: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com); Pejoski, Kris (Kris.Pejoski@charteronebank.com); McKinnon, Brissa A (Brissa.McKinnon@charteronebank.com) |
We received notification today that your loan has been denied. We did a 2 year analysis of your income and you do not meet the underwriting criteria of your monthly debts versus your monthly income.
I am sorry we were unable to assist with your financing.
ANGRYBIRDMANCONSUMER- What! The day I just happen to contact them, they just happen to have an update! What a coincidence.
· RE: follow up....RE: refi 3660 n lakeshore
To todd.d.crisman@charteronebank.com
From: | |
Sent: | Tue 11/22/11 6:46 PM |
To: | todd.d.crisman@charteronebank.com |
Bcc: | |
Todd:
I have to say this might be one of the worst customer experiences that I can recall in a long time.
The level of service demonstrated from top to bottom at Charter One is truly underwhelming and pathetic. Your organization has successfully wasted over 5 months of my time for the simple process of refinancing a loan. (Please don't tell me these are typical time frames, I have refinanced over 8 times. And please do not tell me these "times are different" resulting in these time delays ( as you emailed me before). I was rejected earlier in the year for a refi, it took them under 4 weeks.)
My favorite are the multi-week gaps that occur when I am not constantly riding you and your staff. Examples include moving forward on the loan process (2 months), scheduling an appraisal (over 5 weeks) and the negative response of approval (4 weeks), sending me the appraisal report (3 weeks). Oddly, the only times these instances progressed forward was when I made contact. It just happens when I email, that is day the staff happens to be scheduling the appraisal, sending me the report, or rejecting my application.
Regardless of who I spoke to at the organization, I received the same lackluster and lollygagging service. Whether it was the lowly loan officer, the mediocre mid manager, or the unaccountable Regional Sales Manger. The great thing about email, is it provides a fantastic timeline and display of non response and incompetence.
Yes, I am frustrated and irritated. I imagine you would feel the same way if you were treated similarly.
It is disappointing to be rejected for income requirements, as I explained to Kris in an email from 6/24 was that my father would co-sign the loan if income was an issue. The other issue was not having the required equity in my property, which I offered to pay down my loan to meet those requirements. My understanding, is addressing these two issues would result in the approval of the loan.
It is difficult to provide any advice to an organization of Charter's caliber. The only silver lining is Charter is starting from such a lowly baseline I can only imagine your future trajectory should be positive. Then again.....
ANGRYBIRDMANCONSUMER- Sharing with Charter some of my thoughts. A grueling 6 months of bizarre and awful service.
· FW: follow up....RE: refi 3660 n lakeshore
From: | Crisman, Todd D (Todd.D.Crisman@charteronebank.com) |
Sent: | Wed 11/23/11 9:30 AM |
To: | |
Sir,
I am very sorry that your loan was ultimately declined by my organization. Although everything you mentioned below about our turn times caused by unprecedented drop in interest rates that caused delays are true. It is not acceptable that you feel like you were given such poor service. We strive to do our best to get timely responses for our customers – however there is no question that on some occasion– our time frames have greatly expanded which caused your delays. The fact that you travel out of the area also seems to have added somewhat to the delays.
I am a little puzzled that you mentioned that you were turned down earlier in the year and that experience only took 4 weeks. I take that comment to heart. One of the issues that come up often is the fact that our sales people will continue to fight for a loan– even if the “odds” are against it getting approved. In your case I believe the rep told you that we would probably have problems with your condo. The view is that our borrowers deserve every chance we can give them. Your comment seems to indicate that you would have preferred that we turned down the loan earlier – and not fight for the loan to be approved and closed. Yes – it is true that your file was ultimately declined….but it was not because John and his processor did not give it every chance they could – maybe to their detriment.
Again – I apologize that you feel that your loan was not processed quickly enough ( and I would agree with that assessment) but I can assure you that a great deal of the reason for the delay was that we were trying to give the file every chance we could to get you the lower interest rates.
ANGRYBIRDMANCONSUMER- If any of you have tried to refinance you know it can be very difficult. Especially, if you are dealing with a large bank or cookie cutter operation. My entire reason I went through this whole process again ( I had been rejected earlier in 2011 with a different bank) with Charter One Bank is to have it custom underwritten.
I had two challenges, negative equity and income. I also had devised strategies to deal with both. Hence, the whole reason I went to Charter One Bank.
· RE: follow up....RE: refi 3660 n lakeshore
From: | |
Sent: | Thu 11/24/11 8:40 PM |
To: | |
I realized I had two potential problems when attempting to refi:
· not enough equity
· not enough income
I shared this with Kris, and I presented two solutions. First, if not enough equity in my property, I would contribute the required amount to create 30% equity in my property. Second, if my stated income was not enough, I offered to add my father to the title who has a higher level of income.
Kris was enthusiastic to address my situation and provide a solution for an out-of the-box client. I would have never bothered to begin the process with Charter if they were not willing to develop a solution.
Let me understand this, your lackluster turn around times were caused by interest rate drops??? You mean your associates could not return emails for 1, 2,3, or 4 weeks because interest rates were dropping to quickly?? What shocked me after my situation was elevated to John and then you and I expressed my total frustration, the service level never changed. I would have imagined, a proactive approach would have been adopted. Yet, emails still were not returned in a 24 hour cycle, but 1,2,3, or more weeks. No one ever reached out to me proactively. Response would only occur when I reached out for updates and follow ups.
It scares me that you take the "comment to heart" that your staff was fighting so diligently for refi. I find this beyond difficult to imagine. This is the same staff that was erroneously calling my business partner's phone number 4 months into the loan process? The same staff that would not return emails? The same staff that took over a month to schedule the appraiser after I reminded them. The same staff who never reached out to me to develop a collaborative strategy to get my loan approved. The same staff that wasted 5 months?
Can you articulate anything specifically that John or Kris did to get my loan approved? Did they contact me and create a plan or work around?
Do you realized that Kris sat on my paperwork for nearly two months? It wasn't until I complained in late August and spoke to John did the process move forward. It just happened that the first day I spoke to John, he said he would process my loan. What was happening with my paperwork from 6/26-8/28? It takes two months to simply say yes we will send the paperwork to the underwriters? And then it takes the underwriters an additional two months to overview a loan application.
Are you aware I sent all my paperwork to John on 8/31? Do you know I did not hear from the appraiser until 10/4. Do you realize the reason I heard from the appraiser is I contacted you and asked you why I did not hear from the appraiser?? Do you know the appraiser still had my incorrect phone number after months of dealing with Charter?
I find it insulting, that your response is that your staff is fighting for my loan. Or that interest rates are dropping too quickly. Or it is too difficult to work with someone overseas. Do you know where I am now? Am I in Chicago? Boston? Europe? How would you know? Why would it matter? Email communication does not require users to be located in the same town. I imagine you email coworkers as efficiently if they are located in Chicago or Providence.
Your vapid platitudes diminish your standing as well as Charter. I would have some respect for you if you owned your actions as well as your staff instead of embarrassingly manufacturing limp excuses.
Every response I receive from you increases my disappointment. And encourages me to take additional steps.
ANGRYBIRDMANCONSUMER- If you enjoy working with an organization that has no respect for the customer. I have the solution for you: Charter One Bank
Please take a look at Charter One's
CREEDO. This is taken from their website.
Our Credo
The accomplishments of Citizens Bank can certainly be attributed to smart business strategy and organic growth, but we also believe in something special: Our Credo. We often refer to the trilogy of Customers, Colleagues and Community as the “Three Cs”:
• Customers: We will do whatever we can every day, in every way, to provide world-class service and consistently exceed customer expectations. We will always honor our commitment to customers and constantly give them reasons to say "I love dealing with these people." We will treat customers the way we would enjoy being treated all the time. We will know our customers and respond to them rapidly. We will anticipate their need and make it happen.
AngryBirdManConsumer has some thoughts on Charter One's creedo. Do you enjoy bad service? Do you enjoy unanswered emails? Do you enjoy incompetence? I guess the employees at Charter One love these attributes since their creedo states "we will treat customers the way we would enjoy being treated all the time".
I guess rapid is a subjective term. Is rapid returning an email after a week? Two weeks? Three weeks? Charter One feels very strongly about this. It is in their creedo: "We will know our customers and respond to them rapidly."
• Colleagues: We want our company to be the best place to work in the world. The environment will be extraordinarily caring, like an extension of our own family. We will be supportive in times of personal difficulty, create opportunities for professional growth, and always make an effort to listen and act on our colleagues' ideas. We will foster a diverse team and treat every colleague with dignity and respect at all times.
• Community: We believe great companies have a moral core. We care deeply about our communities, and we demonstrate this commitment every day by responding where there is need. We care about the world's limited resources and are committed to their responsible use. We will be ethical and honest at all times. By giving back and conducting ourselves with integrity, we can make our customers and colleagues proud of our company.
By fulfilling our Credo every day, we will serve our shareholders well and be one of the world's most admired companies.
Everyone at Charter One is expected to live the Credo every day and let it guide their actions. We are expected to be honest and ethical in all that we do. And, we are expected to make a difference, to go beyond the obvious to deliver "Wow" customer service.
AngryBirdManConsumer agrees with this last paragraph! He definately said "wow" repeatedly during his communications with Charter One Bank. Charter One, great job! Way to honor your creedo!
Charter One executives should take a small bow for the great work they have accomplished.
