Consumer complaint received 2019-07-08
Company: Supreme Lending
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/XXXX, I submitted a query through XXXX XXXX for a cash out refinance. The first lender I spoke to was Supreme Lending who offered one of the lowest rates and also noted I would not need an appraisal, which was part of the reason I chose to work with them. I told the loan officer if they could match the lower rate that came through with another lender I would refinance with Supreme. After a day, he confirmed I would get the lower rate ( though he did not mention I had to buy down to that rate until a later time ). 

On XX/XX/XXXX, the loan officer emailed saying we didnt get approval not to do an appraisal. This was the first time it was mentioned no appraisal would require an approval. In that email, he also told me we would get the fee waived and if not hed make up for it. I paid {$720.00} for an appraisal that took place on XX/XX/XXXX. 

On XX/XX/XXXX, the loan officer told me to make up for the issues with no waiver my first payment would be pushed to XXXX instead of XXXX. He explained this would happen via a refund check through over payment of my old mortgage. 

I closed on XX/XX/XXXX and he assured me that morning prior to signing that Id receive a refund check covering my first full payment long before my due date in XXXX. 

On XX/XX/XXXX, I had no check and emailed asking the loan XXXX the status of my refund check since I received notice Supreme had already sold my mortgage. He called and stated I needed to wait until 3 full weeks from funding had passed and that would be XX/XX/XXXX. 

As of XX/XX/XXXX I still had no check. I emailed again. He told me he was out of office but looking into it the next day when he returned. 

On XX/XX/XXXX, he called to say he was escalating it and would update me the next day. On XX/XX/XXXX, I emailed asking for an update since I had not heard any update. I received no response and emailed again on XX/XX/XXXX letting him know I would be reporting and escalating the issue myself if not resolved before the XX/XX/XXXX holiday. 

After all the communication of the past two months ensuring me things would be handled, the loan officer then told me on XX/XX/XXXX, the day my first payment was due, that Supreme had to pay more for my old mortgage because the former mortgage company increased the pay off amount and there was no overage to provide me a refund That was not true as they actually decreased the pay off amount originally provided and confirmed that when I called them on XX/XX/XXXX. 

I emailed the loan officer the exact summary above on XX/XX/XXXX. He replied that he'd forward my email to the " powers that be '' and has not provided any update. He has called but left no voicemail. He emailed to say to call him but provided no details. I informed him he could provide an update via email. He has not done so. 

The entire experience and misleading information around not needing an appraisal and then assuring I'd be made whole is deceptive practice by Supreme Lending to obtain business.

Company response to consumer: Closed with explanation