Product: Mortgage

Approximately during the first week of XXXX 2015, I received an unsolicited call from XXXX XXXX XXXX XXXX from XXXX. XXXX XXXX explained that he knew that I was interested in refinancing my home. My response was that I did want to refinance so that I could pay off XXXX -- and I underscore the number XXXX -- credit cards that totaled approximately {$20000.00}. However, I stated that my debt to income ratio was a problem. I have {$150000.00} in student loans and only make {$13.00} an hour. Despite my reticence and doubts XXXX XXXX assured me that my home -- based on " comps '' in my area was worth at least {$80000.00}. 
I clearly stated to XXXX XXXX that my debt to income ratio was too high and my husband and I would never qualify for a refinance. XXXX XXXX assured me that I could refinance and that XXXX XXXX XXXX would send the amount left over to the credit cards of my choice. I want to underscore " credit cards of my choice. '' I continually expressed my hesitation and concern to XXXX XXXX about my debt to income ratio and the fact that I wanted the excess money from the refinance to be sent directly to the credit card companies and not to be accessed by my husband. XXXX XXXX assured me that there would be no problem in this request. 
On XXXX XXXX, 2015 XXXX sent via email, paperwork that I was to sign and fill out. Some of the paperwork XXXX XXXX signed electronically for me. The paperwork was such that I was unable to download into Word or PDF file to keep a copy on my hard drive. 
Due to the fact that my husband and I were separated, my husband moved to another state in XXXX. Understandably, a shift in employment was cause for concern from a loan perspective. However, my husband found a higher paying job and the refinance continued. I was completely transparent with XXXX XXXX about the state of my marriage. XXXX XXXX assured me that there would be no difficulty in securing the refinance. 
Between XXXX and XXXX there were continual requests by XXXX XXXX for differing types of paperwork. All requests were responded to in timely manner. XXXX XXXX would alternately use the terms " investors '' and " VA. '' I was confused as to who was providing the money for the refinance and could never get a real clarification from XXXX XXXX. Additionally, XXXX XXXX, kept trying to put the minor credit cards, -- my XXXX for {$500.00} and other cards with a {$1000.00} limit into the refinance. I continually stated that I only wanted the XXXX credit cards totaling {$20000.00} to be paid off. 
In XXXX, XXXX XXXX contacted me and stated that the " investors '' wanted to know why I had student loans. I found the question ludicrous and bordering on idiotic-especially given the fact that at no time since XXXX XXXX 's initial contact had I ever done anything other than point out the amount of my student loans. Furthermore, this information is available through my credit reports. In my case I have a Masters and post Master 's certification. In the current job market I am considered over-educated or not holding the correct degree. 
It was at this juncture that XXXX XXXX normal effusiveness turned impolite. I was told that " we did not have to do the loan. '' XXXX supervisor stepped in and explained the real reason for the question and the refinance process continued. 
In XXXX, XXXX XXXX XXXX sent a notice to my insurance agent that the payee for any claims was to change from XXXX XXXX XXXX to XXXX XXXX XXXX. I contacted XXXX XXXX and inquired if this meant that the loan was to go through. XXXX response was that " it was 99.9 % a go. '' On Monday, XXXX XXXX, 2015, XXXX XXXX sent me a text asking if I was at work. As Monday is my normal work day I found this odd but answered in the affirmative. I then subsequently ca