SWBC Mortgage Fairfax Legato Rd, Fairfax

I recently purchased my first townhouse and the experience was ruined by the VP who was my loan officer. First off, he always spoke in a very condescending tone. You know how people talk as if they're explaining something to a 4 year old child? Then on closing day is when he really crossed the line. I called him to clarify a question I had. He took great offense to that question and was extremely rude and had a terrible attitude. All I asked was if paying monthly hazard insurance into an escrow account even though I had already paid the year in full was a SWBC thing or standard across the board. I simply asked because I didn't know. It was completely unprofessional the way he treated me and not how a VP of a mortgage company should've spoken to a customer. I actual couldn't believe what I was hearing and was in shock all because of a simple question that shouldn't have set him off like that. At the end of the conversation before I hung up on him, he said "I'm sorry you feel that way" when I told him how unprofessional and rude this was that a VP was actually speaking to a customer like this. Later I found out that I was qualified for an escrow waiver, but he never gave me that option. He should've at least given me the option regardless of whether it was a good one or not. That should've been for me to decide. We both called my realtor to discuss how he spoke to me and he admitted to my realtor that he "f*cked up" (realtor's words), so it wasn't a "he said/she said" situation. I complained to his regional manager who was very nice, but he said I should've expected a written apology from the VP which I haven't gotten to this day. I did say I didn't want it, but they should've followed through regardless because of the severity of the situation. Not to mention another aspect of my loan process that they messed up on and didn't realize until the day before closing (after I had mentioned it multiple times prior to that). Fortunately, that didn't end up being a huge issue and was resolved easily. Not the way I wanted it to, but the easiest solution at the time. If customer service is important to you, I don't recommend this company. I truly regret using them.