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My friend, and now neighbor, went with M&T - as he does his banking with them - but again it was a city branch. I'm unsure which specific person he dealt with.
We both had relatively good, easy experiences with our lenders. As I stated before I had an AWFUL time with HSBC (though with their recent pull out of the area I'm unsure if they even have any lending offices open locally now). I thought several of the non-bank mortgage companies I talked with, including First Priority (also suggested to me by the agent I used when house shopping the first time - coincidence? I think not), did NOT offer the full range of FHA loans that banks offer. They also had much higher interest rates on some of the loans they offered than the bank equivalent. A lot of those "mortgage firms" are in business for one purpose - getting you a loan that they make out to be a good deal because they assume you can't or won't shop around - and don't really care about your customer service experience or if you get the loan that is right for you. Banks are often more concerned with your overall financial picture and want to do a good job on your mortgage in hopes of securing you as a customer for their other products (savings, checking, credit, home improvement loans, etc). They also have much more publicly visible reputations that they are concerned with and really don't want bad word of mouth when it comes to their products.
Another thing to keep in mind - a lot of banks offer "first time homebuyer savings accounts" wherein they will match a certain amount of your money with their own, for FREE. Some of them will earn you over $5k this way! I'm unsure if Citizen's Bank does something like this because the time table I was buying my house in was too short to do one of these programs (which usually require a 6 month to a year commitment). You can save up a lot for downpayment and legal fees this way! Also, I took advantage of a HUD grant that was facilitated by the city. I'm unsure if anything like this would be available in the West Seneca area as they have less trouble attracting new homebuyers than some parts of the city. It never hurts to check around though if you have an income under $35k for a single person - there are all sorts of grants out there to help with closing costs.
I went through HSBC for my first attempt at buying a house (the owner violated the terms of the contract, so I backed out) and they were a NIGHTMARE to deal with. The loan agent called me non-stop until I picked a house, then the second I signed my loan contract she disappeared. I was hounding people at their loan office constantly to get stuff done, and the whole process was behind due to basic, silly mistakes. I also had a horrible time with SONY MA during this process - the bank was facilitating the loan - who made me jump through hoops of fire and repeatedly lost my paperwork. My time with Citizens's Bank and FHA have been VERY smooth, but this is just my experience - ask around and find out! Come to a decision based on MANY opinions.
their customer service is incredible and pricing can't be beat.