How to overcome frustration with mortgage lenders
Common Irritations with Big Banks
It doesn’t matter whether you are a real estate agent, a home buyer, a home seller, or a mortgagee, almost everyone has had or read some sort of negative story about a nightmare experienced at the hands of one of the major lending institutions.
Most experiences aren’t nearly as bad as the experience of a borrower who, making mortgage payments in a timely manner, woke up as a victim of foreclosure. The majority of complaints seem to be about long hold times, inefficiency, poor processing, unqualified employees, and inability to obtain accurate information.
You may be thinking that the easiest and most obvious solution to this problem is to deposit your money or obtain your mortgage from a small local lender. But, even if you do that, who is to say that they won’t transfer the servicing or sell your mortgage to a large lending institution? So, chances are that no matter what you do (unless your money is in your mattress), you will be forced to deal with one of the major lending institutions at some point in your life.
4 Ways to Overcome Frustration with the Big Banks
- Be cognizant of gatekeepers. While it is possible that you are calling about something simple (such as a fax number, a mailing address, or a loan balance), often times the first tier of customer service—the individuals that answer the telephone—do not have the knowledge necessary to address your concern, yet they answer your question anyway (often incorrectly). Consider whether your question or concern should be answered by a gatekeeper or escalated to a particular department head or manager and make the appropriate request to be allowed through the gate.
- Never call on Mondays. If you are frustrated by long hold times, my best advice to you is to avoid calling lending institutions on Mondays. Everyone that received mail over the weekend and has concerns makes those calls on Mondays. The phone lines are usually extra busy on Mondays.
- Take names and contact information. Always take note of the name of the person that assisted you and his or her contact information. Note the date and time that you spoke and the information that you gathered. In this way, if you have a concern that needs to be escalated to management, you can provide the information from your log. (Also, when a person knows that you have taken his or her name, s/he knows that this means accountability. Just asking for this information may compel the employee to do a slightly more diligent job in assisting you.)
- Follow up. If you are told that you will receive an email in two days or a letter in four days, and you do not, then you need to follow up. Don’t just wait patiently and expect that things will happen because they may not. Follow up the very day that you were supposed to receive the material, and (by all means), try not to follow up with the gatekeeper.
In order to overcome some of the frustrations experienced in dealing with lenders, you need to adhere to a “take no prisoners” philosophy. Literally, “take no prisoners” means killing the opposition, and I am not advocating that. What I mean is this: In order to deal with large institutions and their countless employees, you need to be persistent (almost ruthless) in your ability to obtain the answers that you desire.
How Much Income Do You Need to Buy a House?
If you’re in the market for a new home, chances are you’ll have to compromise at some point along the way. Maybe you’ll have to commute a little farther than you’d like in order to get the best value for your money. Or perhaps you’ll forgo a huge backyard to be closer to the city.
And when it comes to finances, you might find a disparity between how much house you want and how much house you can purchase given your gross monthly income and other factors.
Home loans are made against your ability to repay. While the mortgage loan is secured against the house, it is really made against your income. That’s what mortgage lenders look for — income to offset liabilities.
Simply put, the amount of income you need to purchase a house will vary by your payment comfort level, including any other monthly debt obligations you might have.
Important terms
Mortgage payment: Principal, interest, property taxes insurance and mortgage insurance, if needed
Consumer debts: Minimum payment obligations on things such as auto loans, credit cards, student loans, personal loans and installment loans
Other debt obligations: Alimony and/or child support or any other court-ordered repayment obligations
Running the math
Here’s a simple formula to calculate the amount of income you’ll need to purchase a home:
Target mortgage payment + consumer debts ÷ .36 = Gross monthly income needed to qualify
Most lenders limit your debt-to-income ratio (how much of your monthly income pays debt) to between 36 percent and 45 percent. While the exact ratio varies by lender and loan type, it’s best to base your calculations on the lower end to ensure that you won’t overextend yourself financially.
So, if your target mortgage payment is $2,000 per month and you have consumer debts of $300 per month, you will need $6,388 gross monthly income to offset your housing expenses and consumer obligations.
Down payment
Your down payment is another important factor in determining how much income you’ll need to buy a home.
Consider the following loan scenario using a purchase price of $300,000 (assuming no other debts) and the current rates on Zillow Mortgage Marketplace.
Conventional loan
- Down payment: 5 percent ($15,000)
- Interest rate: 3.26 percent
- Approximate mortgage payment: $1,770
- Gross monthly income needed: $4,916
So at the end of the day how much income you need to purchase a home is predicated on your monthly income, consumer debt obligations and down payment.
Impact of debt
For every dollar of debt, you will need double that in income. So if you have a $300 car payment, you’ll need at least $600 per month or more in income to offset that debt.
Debt erodes income, and less income translates to less purchasing power.
So, does buying a home make sense?
Yes, so long as the amount you can borrow for your desired purchase price is in sync with your debt obligations and, of course, your down payment.
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Scott Sheldon is a senior loan officer and consumer advocate based in Santa Rosa, California. Scott has been seen in Yahoo! Homes, CNN Money, Marketwatch and The Wall Street Journal. Connect with him at Sonoma County Mortgages.
Note: The views and opinions expressed in this article are those of the author and do not necessarily reflect the opinion or position of Zillow.