Buyer beware, avoid Chase Manhattan Mortgage at all costs. We had the great misfortune of working with Brock D. Fields (Mortgage Banker NMLS ID 815196 ) and James E. Hokenberry (Lending Manger NMLS ID 497132).
As a result of our association with them, we went from being excited home buyers to stressed out victims of terrible customer service, complete professional ineptitude and out right predatory practices.
We have been banking with Chase for over 10 years. When it was time to apply for a mortgage, we made the mistake of reaching out to Chase instead of finding a local loan officer. Chase connected us with Brock.
Chase courted us with a pre-approval rate of 3.65% for a 30 year fixed mortgage.
Brock is the worst loan officer we’ve ever experienced. Communicating with him was a nightmare.
We had to dial an 800 number and a 5 digit extention to get through to him.
His communication skills via email and phone left a lot to be desired.
He was barely available by phone and he only wrote emails with vauge and unclear bullet points.
Brock barely had any knowledge about mortgage rules and regulations.
He completely misguided us throughout the loan application process and wasted a lot of our time.
He had no idea as to how to properly structure our loan based on our individual circumstances and needs.
After setting us up for weeks by asking us for unecessary materials and declarations, 9 days before closing, he and his manager pulled the ultimate “bait and switch” on our rate from 3.65% to 4.85% with points.
We were incredibly dissapointed by Brocks professional ineptitude and extreme lack of knowledge about loan structuring and federal rules & guidelines.
He misguided us into doing several wrong things that allowed the underwriter of our loan to reclassify our property in a way that would allow Chase to charge us a higher rate.
Brock had no accountability. He took no responsibility and offered no apology for messing up our loan process from start to finish.
Brock and James patronized us and tried to push us into the impossible position of having to accept a ludicrously higher rate in order to make our settlement deadline.
Thankfully we were able to obtain an extension on our settlement date and a local competent lender stepped in to save us from the predatory practices of Chase (and gave us the rate we deserved).
Our new loan officer was full of knowledge. He was disgusted by Brock and Jame’s practices.
Our new loan officer structured the loan properly and we weren’t forced to give Brock or Chase our business.
But I can only imagine what someone with less knowledge and outrage would have done in our situation, I wouldn’t wish Brock on anyone.
It’s so-called crooked and/ or inept mortgage “professionals” like Brock and his manager James who rightfully give the banking industry and big banks a bad name.
We will move all of our money from Chase and will never work with them again.
As customers, we are traumatized and dissapointed by how little regard and understanding Brock and James had for our customer service needs and interests.