NBKC Bank

Hands down, worst experience.

Closing date changed from 11/27 to 11/25 to 11/27 to 11/30 to 12/1. I had to be out of my apt 11/30. It’s a pandemic, I’m a nursing supervisor so while I was at work, I had to have my mother help me call to reschedule Stanley Steamers, Colders delivery, and two men and a truck multiple times. I had to pay additional money to the seller to allow two men and a truck move my larger furniture into the garage, like a storage unit. Then I had to pay two men and a truck AGAIN to come back and move my furniture in. I had a week off work and half of that time was a complete waste just waiting around. I got info on how to wire my money the night before but wiring requires that the wire be initiated at least two days prior. Any info about closing, like time and place, I had to het from my realtor. Any paperwork that I needed to have in, I had it in on or before I needed it submitted and yet this was the most uncoordinated, frustrating, and anxiety provoking experience ever. I chose this lending company because it was one of the highest rated. Worst idea I’ve had.

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Terrible bank...extremely disappointed in service

I am writing this in hopes of saving other customers the headache of working with NBKC. When we started the loan process, service was great, smooth and professional. But as soon as our loan went through, we felt we had been duped. About 6 months after starting our loan with NBKC they completed an escrow analysis and our loan payments increased $200 more a month with no increase in property taxes or insurance!! Did I mention this in the middle of a global pandemic! When we called to find out why, they explained the PMI increased??!! Something the rep on the phone has never even seen happen, and our real estate agent had never heard of increasing PMI after the loan is started. We requested a review of our escrow analysis via email and received an automatic email stating in 10 business days we would have a response...10 business days go by.*.no response. When we called to see what happened, the rep stated we did not send all the information!!!! When in fact the information requested was in the first email we had sent 2 weeks prior! It feels like we are being screwed over by very incompetent people. Just beyond frustrated with this bank and cant wait to refinance so we can switch to another bank.

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It was a very frustrating experience

The Process was very frustrating and was exacerbated by Barbara not answering very simple and direct questions. Questions as simple as: "What is our LTV target? Where does our LTV stand right now? What would our payment be? What would the total loan amount be? etc...<br />We were kept in the dark and were not given data when we asked for it. We locked in the interest rate only to be told we didn't. The interest rate went up three times during "the process". We ended up with a package that was completely different than the one we were pre-approved for.

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Poor Communications

Jeremy Bell started off okay but then took weeks to get back to us. When we finally got him to respond back in late September, he emailed stating that the VA terms had changed and that NBKC can't help us. We came very close to filing a lawsuit because Jeremy, on two separate occassions, didn't want to respond to our calls and emails. We were able to complete the transaction because Kirby Hansen, Jeremy Bell's Manager, was willing to work hard to complete everything very quickly. Maybe the lesson Jeremy could learn is to not avoid emails and phone calls. It only makes matters worse.

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This was a bad experience.

The process started out well, thinking Cheryl was on top of things and it would go smoothly. Unfortunately I don’t feel that she listened to my situation well enough so we ended up having to resubmit paperwork and in the final week change the loan type and interest rate. I also feel that I had to be the one to push the process along. The appraisal was set up with the wrong parties, delaying it, and I had to request the closing appointment. Very little follow up for her, especially once she knew I wasn’t happy with the service. I closed on my loan and just over 2 was have gone by and they’ve sold the loan! So much for doing business locally!

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Poor Service and Wrong Advice on VA Loan

I originally applied for a home loan with NBKC in February 2019. Their underwriter struggled to understand the difference between W-2 salary and a K-1 for an S-corporation business owner. Eventually, I got a pre-approval letter from NBKC but the loan officer Jeff Hiller was rude and condescending. Worse, he gave very wrong advice in two areas: <br />1) Jeff said a non-veteran, non-spouse could NOT be a co-borrower (false, I did that exact loan with another well known Lending Tree affiliated bank about 30 days later); and<br />2) Jeff did not tell me that if I increased my proposed down payment slightly from 10% to 12.5%, the VA funding fee would be cut in HALF. The other lender DID give me this advice, and it saved me nearly $5,000 in costs.<br />I am so glad I parted ways with Jeff Hiller at NBKC. <br />

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Started wonderfully, then I wanted to cry.

There is a sea of 4+ star reviews so I’m sure this one will get lost somewhere in them, but I would be remiss if I didn’t give an honest assessment of my experience with NBKC and Jason McKinney.
After checking a few local banks first, I began the process of getting a mortgage by coming to Lending Tree about the 3rd week of February. I narrowed down my selection to 6 by creating a spreadsheet showing ratings, response time, VA experience, interest rate locking fee, and ability to work in NY. From there I contacted two lenders and, due to being quick to respond and friendly on the phone, decided on NBKC. Jason was knowledgeable and forthcoming with information I requested. He provided me with an idea of what we could possibly qualify for, and I knew how much we could afford monthly and relayed that as well.
First and foremost, we had to sell our current home to be sure we had the funds for the purchase. Jason assured me multiple time that once the closing on our old home occurred, all he had to do was push a few buttons, “it’s literally only a few minutes.” There wasn’t going to be a problem due to it being a VA Loan, or that it was in NY because they had representation based in Brooklyn. I was quite happy about choosing NBKC, and Jason was wonderful as well. We communicated via email mostly which made it easier for me.
About the first week of March we were committed to NBKC and had put an offer in on our new home after accepting one on our old home. Our realtor and attorney began corresponding with Jason as well, getting necessary information in place such as contact information for a NY based attorney. Unfortunately, this is where things started to unravel.
The amount of time for return calls or emails became longer, with requests for updated numbers or information taking 3 days or longer. I would sometimes send an email within minutes of receiving one from Jason, only to have that one goes unanswered until the following evening. One document needed attention with 72 hours but when I emailed, I received an out of office response, returning Monday.
We had received our pre-qualification letter relatively quickly, sent all items requested in a timely manner, but ended up having to request a mortgage contingency extension on our purchase contract because we didn’t have our commitment letter (it was now March 23rd. We received the letter at 5:25pm that day).
The appraisal on the new home came in lower than the asking price so the loan was adjusted. When we asked for a new Closing Disclosure, the one sent to us had 1. My ex-wife’s name in one section 2. The wrong loan amount 3. The wrong address 4. The wrong loan type 5. My current wife’s name spelled wrong. When I asked my point of contact, Jason, he told me to contact the paralegal that did it, although the previous versions were all sent from him. When we contacted the office that sent it we never did get a reply.
Our closings were to be about the first of May. It was now April 18th. I received an email that I should email back in a separate email “I am aware that the appraised value of the home is less than the agreed upon purchase price and am still proceeding with the purchase of the home.” I did, although I’m still unsure to what purpose it would serve. On April 19th we were told we could “take a little break now”. So, we thought things were going smoothly now. I still had questions about numbers that weren’t adding up or were missing, and with less than two weeks to close was getting worried. Final closing numbers were ranging from getting $4,844.25 back on April 3rd to needing $12302 on April 24th to $19,069.07, also on April 24th. We were informed we could close on the 30th but it had to be on May 1st to coordinate the old house closing. Numerous times Jason/NBKC was informed of this, but for some reason we were asked multiple times about closing dates.
On April 26th I received an email from Jason “your loan is Final Approved!” We locked in our closings for May 1st. The old house at 10:30 and the new one at 1pm. The next day I received an email asking me to, in a new email, to write ““Jason, we are aware our new mortgage payment will be more than our previous payment, and we are able to afford/budget for the new payment.” It seemed odd, especially considering my wife and I would be signing a stack of documents stating the same thing in a much more legal fashion, so I emailed him back “Well, I gotta admit, this seems bizarre AF. Please explain this to me in more detail. A signature on a loan isn’t saying the same?” Rather than email, he called to explain “it’s a VA thing, they need it.”
On April 30th we received the draft CD from Jason; closing costs were $19643.52. Also the question “Is (your old house) all sold and out of your possession?” Again, no. May 1st is the closing.
Our attorney contacted us and said that NBKC will not have representation at the closing and that they would need to do it. This was the day before closing.
On the day of closing (after packing a 26’ truck all night), we successfully closed on our old home. The drive from one closing to the other was about an hour and a half. We arrived and began signing papers, finally happy to be done. Unfortunately, what happened next was crushing. The bank had yet to release the funds. I couldn’t get ahold of Jason, my realtor couldn’t, the attorney couldn’t. The sellers walked out. Then came back in and took the house keys away and went outside. All this time, I had my 15y/o daughter, 4 cats, and a dog in the car with a 26’ rental truck waiting. We had no place to go. After being promised it was a keystroke and only a few minutes, there was nothing.
My realtor finally reached Jason and over and over he told her it was our attorney’s fault or the attorney of the earlier closing. I took the phone and said “Jason, I just need to do whatever you can to get this money released.” I was told “There’s nothing I can do. That’s not my department, I can’t push them a few seconds faster.” The conversation with the realtor and then with me was rude. With everything going on around me, I was… angry. Very, very angry. I still am now that I’m reliving it for this review.
After over 3 hours of waiting, the money was released. The sellers came back in and we were all glad it was “over”. It was now closing in on 5pm and we had to get to the new house, unload our 3 bedroom house, and have the rental back by 9am the next morning. Needless to say most everything just ended up in the garage and driveway that night and the next morning. I wish we could have celebrated what should have been a great day, but it wasn’t pleasant. I have very few regrets, but choosing Jason and NBKC is one of them.

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