Product: Mortgage

I began the refinance on my home to utilize the equity to pay off some debt since Our business has not been doing so well these past few years. We started it around XX/XX/XXXX, anyway XXXX XXXX XXXX appeared to be the best choice from prompt customer service and support to proactive staff and a reasonable rate for the market today. XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX XXXX ) XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Toll Free : ( XXXX ) XXXXXXXX XXXX XXXX Cell Phone : XXXX Fax : ( XXXX ) XXXX Email : XXXX ) was the broker handling our refinance. 
In short the approval seemed to be seamless and we were given a rate of XXXX with a total closing cost of XXXX, XXXX washout ( to pay all out debt ) XXXX in origination charges, and XXXX to buy down points from what I was advised. The appraisal fee was originally quoted at XXXX ( however I paid XXXX for the appraiser due to that being the going rate, where as a new amended loan estimate was issued to reflect that ). Fast forward to close to close everything changed and the rate went to XXXX and XXXX in closing costs, they include the appraisal fees of XXXX that I paid myself out of pocket, and increased my points to XXXX and brought my loan up to XXXX. I explained that this XXXX was paid and asked for that to be removed and why these numbers increased so dramatically. He explained that it was due to the house appearing low and therefore the points went up. I didnt understand that because we were expecting the house to appraise at around XXXX but XXXX isnt low and that should not increase the points. This is after he advised in numerous emails and texts that this should not affect the loan negatively because there was able equity in the house ( XXXX loan balance, purchase price XXXX XXXX years ago ) Fast forward to the XXXX arriving with the paperwork on XX/XX/year>. The I receive a change of Circumstance and Revision document it explained why it could change but never actually solidifies the change. The closing disclosure remained at 6.5 %, cash to close remained at XXXX, my payment went from XXXX to XXXX, they never removed the XXXX for the money I paid for the appraisal ( he kept advising that it would be refunded through VA, they would send me the check, I explained VA does not send checks for loan funding ), the included a XXXX fee for prepaid interest ( he advised that was my old mortgage companies fees to bring the payment to XX/XX/year> ) I didnt ask for that and I dont see how my old mortgage company can charge anything since they are no longer servicing the loan. We argued that for a while and the notary who apparently did mortgages prior was just shaking her head and stating that can not be right. We also addressed the XXXX for the appraisal that I paid. His manager got on the phone and advised they could not change that since that would start the whole process all over again and would be sending us XXXX checks ( I have the email ) from the title company once this loan closed., closing cost was XXXX. I still have not received the XXXX XXXX checks. XXXX ignored the email and dodged that text at first. When I spoke with him on XX/XX/XXXX he said he did not get the email, but they are looking into it, how can you look into something you were not aware of? I reached out hours later he advised his supervisor was looking into it, he was the one who offered the XXXX  payments because you could not fix the document at the time of closing. None of this makes sense. So I reached out to XXXX later in the day and asked if this was handled and nothing so I explained he has till XXXX or I was making a complaint with XXXX he responded quickly to that, but still nothing resolved and no further communication. I even texted this morning to see if there was a resolution for that a particular part of this. While the notary was on site she said she has been in the banking industry for a long time, more specifically mortgage and she has never seen or heard anything like this she was listening to the call since it was on speaker and she heard the whole conversation. She strongly recommended me reaching out to XXXX who referred me to you advising something isnt right in this who situation and paperwork. Her name is XXXX XXXX ; XXXX XXXX XXXX XXXX. After speaking with VA representative today she continued to advise of the " new loan having to be lower then the old loan '' and with the old loan being XXXX ( red flag for them ) thats how they were able to get this loan approved and charge XXXX in points. I explained I did not have a XXXX a month mortgage .. she proceeded to direct me to the final loan comparison, where this company clearly falsified these documents to make it appear that my loan payment prior was larger than the refinance. She explained how easy it could have been missed and that we signed it ( my husband ) and we did, we did not realize that and to be honest I don't even recall going over it with the notary and never went over this with the loan company. The fact remains this company deliberately falsified these documents in effort to get this loan approved and then back charged us XXXX in point ( still don't know how that works or what that was ) Please look over this complaint so this can not happen to anyone else ; this can not be right.