We tried to apply for a HELOC and asked the bank what was needed. We assembled all the requested documentation and decided to submit for the loan and was told the process was relatively quick. Once we submitted communication ceased. We finally called them to find out status two weeks later and the person was difficult to reach by phone so we sent them an e-mail. They responded only to find out that it was stuck in underwriting who now had lots of questions. They then wanted a lot of additional paperwork that was never asked for the first time around. We asked how long this would take and could not get a straight answer. We went to another bank and got the same loan in one week.
Last year: Tried to make the annual RMD withdrawal for an IRA. Was told I can't do that, without penalty. Customer is over 59 1/2 years of age. wrong. I explained the problem - it eventually got solved. Now: The next year-same problem. Called the main office and asked to speak with someone with IRA expertise. Was rudely told they don't speak to customers, I must talk to the financial services rep. at the branch. Nice woman, no retirement account experience. Oh, and she isn't available for a couple days. I now have two hours invested in a situation that should take, at most 10 minutes and it isn't rectified yet.