Capital One

The loan officer we worked with in Bethesda, MD, Adam Murphy, was amazing. He was always extremely responsive, via email and over the phone. In fact, when we were competing with seven other offers for our house, Adam did a great job of helping to convince the selling agent that we could, in fact, afford the loan. If I were rating this bank on Adam's work specifically, they would get an A. Unfortunately, once the loan was turned over to the processor, Brian Terry, it's been difficult to work with Capital One. He started processing our loan over two weeks in advance of closing. Every day he would contact me for another document and tell me it was the last one he needed and we'd have the loan done early. He never seemed to think ahead, just simply went down a checklist as slowly as possible and did one thing at a time, submitted it to the underwriter, then had to come back and ask for something else. Items that we'd submitted weeks ahead of time to Adam had to be submitted again. Brian told us that he couldn't reach our insurance company (Liberty Mutual) by phone. He never tried the Liberty Mutual 800 number. I learned later that he never left a message for our insurance agent, just kept calling and blamed them when they didn't call back. Two days before closing I reminded him that I needed the closing costs the day before closing so we could get to the bank for our 9am closing. He promised to call me that afternoon. He never did. I called at 5pm and at that point he began begging me to push our closing date out because the loan was in QA and the team didn't want to work overtime. It was a very unprofessional conversation and inappropriate since it was his fault his processing wasn't finished early. We negotiated a later closing time and they still got our package to the settlement company just minutes before closing. Everyone there was very nervous. Additionally, the first month's payment coupon came in $225 short of what I thought the monthly cost was. I sent in a payment based on that coupon anyway, half a month early to ensure it arrived on time. A day later I got a letter in the mail saying our account had been audited and they fixed the monthly payment, but told me to send in the new amount instead with the wrong coupon. I had to spend time figuring out what I should do since I'd already submitted my payment and still haven't gotten a straight answer from their phone bank. I hope everything gets sorted out, but I honestly can't recommend Capital One.