Residential Loan Center Independent Bank Orion Pl, Columbus

Although the approval of the loan was relatively easy, the over all experience with some of the staff at the bank from beginning of application to now servicing the loan, has been disappointing. There seems to be a tone when you deal with them that you are a bother. I have had a few issues that were on their end. Their response to these just is not what I am used to from a bank that I give the privilege of my business to. It seems they would make a bigger attempt to own the issue, resolve it in a nice and friendly way and over all just care. I personally will not use this bank again just due to the lack of customer service in a friendly manner.

They make it IMPOSSIBLE to make a loan payment. It is not easy to do online on the website or the new app. I just tried the automated phone system and after I made it through the very cumbersome menu and hit “1” to agree to process the transaction, it said “that menu could not be found” and it hung up on me. NO WONDER your call center is swamped with calls. You make it difficult for the customer, difficult for your employees, and you haven’t figured out it would save you money in the long run to make working with you convenient. HATE making my payment every month because of this.

At times, I have wished we had applied for a "NINJA" mortgage--No Income, No Job. For our loan, the requests for personal information just keep coming. While this is mostly understandable, the frustration is the repeating non-response from Independent Bank. We are informed that we need to provide information, but when we have questions about the info needed, getting a clarifying answer is next to impossible. We are told that we need to meet with our Independent Bank rep, but getting a response about the time for a meeting is impossible! To whom do we turn to get the answers we need to complete the closing process? We have loan that has covered our home construction, but have now been in our completed home for 14 weeks, and have been unable to finalize our mortgage. This is service???

Hi my name is Chris Wilson and I have had such an amazing experience with this place I just had to share it! My loan officer Ryan Childress made buying a house much easier then I ever expected! This place is extremely professional and devoted to there customers! I highly recommend this bank as the place to go for your mortgage needs!