I initially went with BBVA because the rates are great, but have since cancelled my application to go with another lender. The customer service was horrid. I had submitted most of my information and could not get a rate lock for several days. With the competing lender, I received a rate lock just as good as BBVA within 30 minutes.
The rate lock was not the only issue. On several occasions my contact told me he would return my call/complete some task that needed to be done, but not once did he follow through. These tasks included notifying the seller's agent that I had applied for the loan (as need per the contract) and issuing a pre-approval letter rather than a pre-qual letter. I could not even get BBVA to issue a pre-qual letter to me for an exact amount I requested, even after they had issued one for a higher amount!
Have always been met with smiles and professionalism. On-line banking is a great plus. Employees go out of their way to make sure you feel special.
Opened a new savings checking account along with account I already had. Which I was not told that it would complete change the look of my online banking and bill pay. When I went to the branch I opened to complain that I did not know how to look at my account or my bill pay. This caused me a nightmare of late bills and bank fees. The branch where I opened the new account were uncaring and the home branch I used was rude and unhelpful. If I ever get this straight will close my accounts and find another bank that knows the true meaning of customer service.