Product: Mortgage

Loan Number : XXXX XXXX, XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX, Ga XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Lending XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX XXXX XXXX Subject : ACCOUNT MISMANAGEMENT Dear Mr. XXXX, I am writing this letter out my frustration in the way that my refinance loan has been handled by your staff and I want some changes in the way that information is brought forth to the customer. 

XX/XX/XXXX I was assigned to XXXX XXXX which requested bank statements and further information about Mrs. XXXX XXXX which was attached to my current loan with Planet Home Mortgage. I pointed out to him that Mrs. XXXX passed away on XX/XX/XXXX and that I had the Death Certificate to prove of her death and he requested the Death Certificate. Once sending the requested information Mr. XXXX said that the Death Certificate was not readable and so I resent it and he told me that everything was fine and that he was sending all paperwork over for the rate lock at XXXX and cash to close. 

He told me on XX/XX/XXXX that he received my Homeowner Insurance and he also needed the FHA Note and that he had an underwriter submission appoint at XXXX that day and that if I could get him what he needs so that he could submit it at that time, and I told him that I would take care of that. He gave me an authorization code which was my zip code XXXX and told me everything was fine since I submitted what was requested and that I signed off on the docsign. 

On XX/XX/XXXX I get a text after sending in the FHA Note that he did not get it and so I resubmitted it to him again even though he told me that he had everything to move forward. He resent me his email address XXXX. He finally told that he got it and that we are all good and that he will officially submit my paperwork to the underwriter. 

On XX/XX/XXXX I asked him about the payoff requested from Planet Home lending and he told me that I would have to consult with Loan Specialist XXXX XXXX. Since I dealt with him, I wanted further feedback from him but he was unavailable and so I continue to correspond with Ms . XXXX. 

XXXX finally texted me back saying that he had seen a lot of message from me, but I had not sent him any message since I was not able to get him on the phone or emailing him, so I dont know what he was talking about because by this time we are in XXXX and we should have closed in XXXX I am angry, disappointed, and frustrated in the way that information is be conveyed to me. I should note that in my frustration I have not been getting a straight answer from Mr. XXXX telling me that he saw a notation in my file regarding information from FHA that he had no clue what it was and that is the delay. After Mr. XXXX telling me that I wanted to speak to his supervisor and I was able to speak with XXXX XXXX, after talking with Mr. XXXX he also expressed a backlog with FHA but that everything is fine with my case. 

I contacted FHA and they told me that there was a delay due to Covid-19, but not to the point of the delay that has my loan held up this long too close. XXXX assured me that he and XXXX are working on my case together to close. 

Ive been so frustrated in not getting my closing date after starting this journey in XXXX, I discussed with Ally that Im considering withdrawing my application but while I was expressing that to her she was typing an email to XXXX as I was speaking to her everything that I was say and XXXX withdrew the application without following up with me regarding my concernsI feel that was so unprofessional for her to contact him in that way and for him not to contact me to encourage me instead of closing out the Docsign. After further communication with XXXX the application was restored, and he told me that he had spoken to the Vice President of Operations and that the situation with my refi has been restored to my original rate lock of XXXX and a cash to close of {$1600.00}. 

There has been multiple payoff requestthe first payoff to close for whatever reason did not happen, the second one was not done where I would receive my escrow refund instead that was indicated included in the payoff. In speaking to XXXX XXXX, he said he would talk to his team and resubmit the payoff not to include my escrow ; still not being able to close after two months of attempts, Ms . XXXX contacts me to say that two more bank statements are needed and another copy of Mrs. XXXX Death Certificate so I PDF the certificate and resent it to herdo see why Im saying that this process is flawed. 

Because of the mismanagement of my refi I began very concern about volatility of the market in how interest rates started going up and me feeling that Im being string a long believing that Im getting the rate lock that I signed off on had me very worried that I wasnt going to get it and the fact that I had unforeseen payments to a storm that occurred on XX/XX/XXXX which cause another delay that should not have been a factor to close if your team would have done their job to make my dream come true to close sooner than later. 

On XX/XX/XXXX I resubmitted all banking information and XX/XX/XXXX I submitted yet again another payoff request by you to Planet Home Mortgage that I received in the mail to XXXX to show that you guys yet again requested another payoff and what was the response I got from XXXX is that the photo I sent him was not readable. In my opinion all he needed to do was verify the payoff request in house instead of stressing me out more with that response since I have been waiting so long to close. 

I feel that your team has been stalling me ; either they do not know what they are doing, or they realize they dropped the ball and dont want to admit that they did too not lose face and lose a customer, they decided not to do what was needed for me to make a better choice to either stay on board or move on. 

I recently resigned another rate lock from the original rate lock of XXXX which was signed months ago so that is why I feel that someone doesnt know what they are doing and is making your company look bad. To put this cash to close back on track all parties agreed that the close would happen finally on XX/XX/XXXX but I have not received any confirmation from XXXX which is now another partner to this ordeal to tell me if that is going to happen on schedule. 

I am requesting a full internal investigation into what happen regarding procedures so that this doesnt ever happen again to anyone elsetheir needs to be some sort of accountability so that your business rating doesnt reflect these types of miscues in the future and I hope that I can get what I signed up for immediately I would like to thank you for your consideration in this matter. 




Respectfully submitted, ( es ) XXXX XXXX XXXX, XXXX.