Consumer complaint received 2022-01-27
Company: SUN WEST MORTGAGE COMPANY, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
XXXX ( signed refinance documents with notary ) The loan amount with the business : {$720000.00} Sun West Mortgage Company ( Loan officer : XXXX XXXX XXXX : XXXX ) promised us if we refinance with them, we did not need to make mortgage payments for XXXX & XXXX, our first payment with them will be XXXX, we will lower our APR 3.375 % to 3.25 %, we will get rid of PMI thus lowering our mortgage monthly by roughly {$300.00}, and since its a refi our closing costs will be really low. They also promised to put our escrow balance from the previous loan with them into a new escrow account so the money will be used for the XX/XX/2021 property taxes ( as it was set aside the whole year for the taxes owed ). 
Sun West Mortgage Company made multiple errors during the refi process and failed to inform us ( homeowners ) of their mistakes. The first mistakes were not caught until after the refinance at the funding process to fund the loan. They blamed the owners for not having enough funding and using the stopped XXXX mortgage payment as the solution to why we were short funded. The issue escalated multiple times to managers and the loan officer was not helpful. It went all the way up to XXXX XXXX ( XXXX ) and she was provided text message proof with our loan officer of the promised no mortgage payments for XXXX. She informed us there was a communication error with down the route from loan officer to originating/servicing/funding departments. They offered to cover the shortage due to their mistake and there was a payment of {$1300.00} on XX/XX/XXXX showing, just 4 days after we resolved the issue with XXXX XXXX Email confirmation and text messages documented. The other mistakes were not held responsible and caught until after they sold our newly refinanced loan to XXXX XXXX. They used our escrow balance to lower the loan principal balance after multiple times our loan officer kept reassuring us it will be put into a new account. They also took away the property prepaid costs in our closing costs section so it looked like they were able to lower the closing costs by half. After we inquired, they merely told us their higher ups were able to do some magic and lower our costs. 

The business only tried to resolve the issues when it got escalated to XXXX XXXX during the time of funding the loan. After the loan was sold to XXXX XXXX, in a little of less than 2 months of closing for the refi with Sun West, the escrow analysis letter was sent to us XXXX XXXX, showing we had a shortage due to the property taxes and insufficient funds. During this whole, we were not aware of any issues they had and were always surprised through a letter. We tried to contact Sunwest with this issue but it was very hard to get a hold of someone. Wherever they would explain it had to do with originating dept or servicing dept, they informed us they would investigate and call us back. After a week or two, we just get a letter in the mail of their explanation, usually indicating they made a mistake but it was still our fault because they covered their grounds. In this most recent issue, they informed us of their inadvertent clerical error for changing the property taxes at closing to {$0.00}. But their backup resolution to cover themselves, informing us they provided {$1300.00} + {$1300.00} to principal balance to reduce the loan balance and providing {$2000.00} cash to close. We already questioned why there was cash to close when we didnt want any cash at closing. The amounts above of {$1300.00} were entered XX/XX/XXXX for them resolving their short loan funding problem. In this letter, they explained it as if they already gave us the money ahead of time so all that should cover the property taxes. 
We have made so many calls, attempts to get the issues resolved and even contacted our loan officer after her mishap. All have not tried to resolve our issue. The only thing they provided time and time again was a XXXX gift card with every printed letter explaining themselves.

Company response to consumer: Closed with explanation