Unprofessional Loan Officer; Disrespectful and Lacked Communication Skills
I rarely leave negative reviews, but I feel it is important to share my experience so other borrowers know what to expect, especially Veterans that are considering using The Federal Savings Bank. While my refinance ultimately closed successfully, the customer service and communication I received from my loan officer, Roma Danishyar, of the Scottsdale, AZ office, made what should have been a straightforward process unnecessarily stressful. Throughout the loan process, I repeatedly asked basic borrower questions regarding the status of my loan, the impact of our appraisal and improved credit scores, the proposed loan terms, and later, a $3,777 charge that appeared on my Closing Disclosure but had not appeared on my original Loan Estimate. Rather than receiving clear, direct answers, I often received incomplete responses or explanations of the process instead of answers to the questions I had actually asked. After escalating my concerns to management, I finally received the documentation explaining the Change in Circumstance that supported the charge. Had this information been communicated clearly from the beginning, weeks of confusion and unnecessary emails could have been avoided. The most disappointing part of this experience was the tone of our interactions. When I continued asking reasonable questions before signing my closing documents, I received an email from Roma telling me to "please stop using ChatGPT," reminding me that because she is a “Vice President, she knows what is compliant”, and then referencing our previous low credit scores in a manner that I found both unnecessary and extremely insulting. As borrowers, we have every right to understand the documents we are being asked to sign and the fees we are being charged. Asking questions should never be treated as being difficult, nor should a customer be made to feel belittled for trying to understand a significant financial transaction. I appreciate the efforts that ultimately resulted in our loan closing, and I recognize that the loan itself met our needs. However, professionalism, communication, and respect are just as important as the final product. Unfortunately, those qualities were lacking throughout much of this process, and for that reason, I could never recommend this experience. My husband and I are both Veterans, and it is shameful how Roma made us feel like she was doing us a favor throughout this loan process.
By Pam T.
Response from The Federal Savings Bank· Jul 24, 2026
Hi Pam, We take feedback seriously and are committed to listening and improving. We're sorry to hear about your experience and would like the chance to discuss this further. Please reach out directly to [email protected] or through private message so we can connect you with the right team. Thank you, Christine W.