MB Financial Bank, N.A. is an FDIC Insured Bank Headquartered in Chicago that has been in business over 100 years. We are a direct lender; we process, underwrite, fund and service the loans that we originate so there is no middleman involved. That translates to faster closing times, exceptional pricing and customer service. MB Financial Bank specializes in both purchase and refinance transactions and offers a wide array of products including Conventional, HARP, FHA, VA, USDA, Jumbo and First Time Homebuyer products. We also offer our purchase clients the ability to extend a full underwriting credit approval while our clients shop for a home through our Home Shopper Advantage program. MB provides an unmatched level of professionalism to our clients - our loan originators spend the time to thoroughly understand each borrower’s needs and unique situation, to ensure that the right mortgage product at the right terms is recommended. As of December 4, 2017, MB Financial Bank acquired Busey Bank’s mortgage origination offices in the states of Colorado, Iowa, Kansas and, Nebraska.. Additionally, MB acquired Busey Bank’s mortgage offices in Lee’s Summit, Warrensburg and Parkville, Missouri.
I don't know if I received representatives or a perfect storm of bad events, but this has been a horrible experience. We received a great rate for the time, but we've paid for it. The documents didn't get received in e-mail until the day of the signing, and being that we're not loan experts, we received very little guidance and with the documents coming on the day of signing, we were not told who the Cashier's Check should be written out to until the last minute, my wife missed my second correction e-mail after their reply and the check was made out to the bank instead of the title company, so we had to take more time (and expense) getting the money wired. Note, this was after I had to ask who it should be made out to, we where never told beforehand. The Notary didn't know if the check could be accepted, and the document in the pack which may have cleared it up was cut off at the bottom from being a copy and the instructions clearly said "WE DON'T ACCEPT CHECKS" (implying personal checks? it was not at all clear), so they blamed the Notary for the issue (which may or may not be true in my layman knowledge) and apologized, however I made detailed suggestions to their process which seems to have been totally ignored, as they blamed the Notary again later. If somebody made a proper copy in the first place, the confusion probably would have all been avoided. This is a mess and I was trying to help, and I feel blown off. In addition, no response or mail from them for after over two weeks (16 days) after we closed - no online information, no mail, no site to log into to get our status. We were promised a gift card from the Title Company for the utter mess and run around getting the payment to them, and it still has not arrived.
We are now looking for a HELOC for some improvements, I try to get some help getting my account information, and it seems it's all manual and none of this is digitized. I was given their customer service number in response to my question of where all the information is, and I just waited on hold for 2 1/2 hours (no answer, ever). I finally was able to get some assistance from the "Live Chat" on their site, and she was very helpful - thank you! However, not answering the phone for 2 1/2 hours? That's just wrong - I pretty much stayed on until I got my information needed to prove how wrong it was.
This has been a horrible experience. The bank seems very hokey and manual. I can't fathom hearing nothing in over two weeks and not having information online in this digital age. I may not be educated in the process, but we're paying them to lead us through the process for a clean resolution, and that was certainly not the case. I cannot recommend Busey to anyone considering these horrible failures.
Dont expect anything special
I was doing a refi on a usda loan. The loan officer, Pat, who was supposed to be the usda guy, didn't understand the basic stuff about how the payoff on a usda loan worked. I had to basically walk him through the process with him doubting everything I explained to him until it came out exactly as I had told him. I didn't get, or have, to deal with him again and I closed with a good rate so I basically let it go. I paid a large amount down from an inheritance last year and called looking for an amortization on the remaining balance of my loan. I was put on hold for a loooonnnggg time and when I finally got through to someone they told me they don't do those anymore and to look at the calculators on their website. They do amortizations all day long when they are trying to write the loan but won't take a minute to print one off when you are already locked in. Instead they send you to the nonexistent "calulators" on their webpage so they don't have to deal with you. I was surprised by the lack of customer service out of Busey as I was expecting more from a local bank but it was pretty much what you would expect out of a big internet style bank. If your in the market don't go out of your way to choose Busey.