Consumer complaint received 2020-09-23
Company: Chrysalis Holdings LLC
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
COMPLAIN OF VETERAN HOMEOWNER, XXXX XXXX XXXX SUBMITTED : submitted XX/XX/XXXX. It concerns Re-financing for my Home at XXXX XXXX XXXX, XXXX, TX XXXX. Phone : XXXX XXXX XXXX XXXX Email : XXXX or XXXX FACTS : On XX/XX/XXXX I closed on purchase of my above referenced home. 
Financing was done through : XXXX, Customer Service Dept. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. # XXXX, XXXX, TX XXXX. 

My loan was soon sold to : XXXX XXXX XXXX XXXX XXXX. 
Their Customer Service Dept. can be reached at XXXX, XXXX XXXX XXXX, XXXX, NJ XXXX. I paid on time all my obligations under this loan until XX/XX/XXXX. 

In early XXXX I started getting a lot of Offers to Re-finance because of something called : XXXX   XXXX  ( See attached example of letter from XXXX XXXX. ) I started working with XXXX XXXX to refinance my home VA Mortgage Loan and I had submitted most of the requirement paperwork but we got hung up because they insisted upon a signature by my wife ( we have been estranged since XXXX since when she has been living with another man. ) Another Company, Newday Financial, whose Account Manager, XXXX XXXX XXXX, ( phone XXXX ) and I went through a several month process of doing my application ( see documents attached ) until Mr. XXXX too had problems getting the required signature by my wife on my home even though she had filed a statement which I sent to Mr. XXXX at Newday explaining that she had no interest in my home. I got to the point where Mr. XXXX ( sample of letter communication attached ) informed me that we could not close and he would dismiss the application I was making if my ex-wife, or wife, did not sign before a notary. Mr. XXXX was constantly contradicting himself and the promises he made so I called him on these and on Wednesday, XX/XX/XXXX, he got mad, and hung up on me explaining that he was going to close my application. 
Some time before XX/XX/XXXX, I had received another Offer to Re-finance from XXXX XXXX  ( see attachment, the notes on it were made by me as I tried to record what happened ) and by Saturday, XX/XX/XXXX, I had emailed all the documents required by XXXX XXXX, and Ms. XXXX had indicated that the loan would go through, but I have not heard back from XXXX XXXX, the Account Manager for XXXX XXXX with whom I was working on this Application for Refinancing. In trying to make sure everything I did was on the up and up, I sent her a copy of the XXXX XXXX XXXX XXXX XXXX cite where I had made my payments regularly since XX/XX/XXXX. But I had gotten this by going back to that website to make the XXXX payment on time when I noticed the Paid In Full statement written across the cite. 
I had been told by Mr. XXXX not to make the XXXX payment and so I did not, but since he had gotten mad and hung up on me telling me he was going to close my Application, and we had not closed : and he had told me that without closing he would close my application, I had gotten worried about it and on about XX/XX/XXXX or XXXX, I went on line intending to pay the monthly payment but I saw a Notice PAID IN FULL on my loan payment site. ( Copy attached. ) I have left several written inquiries about what happened to XXXX XXXX XXXX XXXX XXXX but I never heard back from them. However, on todays date ( XX/XX/XXXX ) I again tried to find out from them and, although I forget how, they communicated to me that I should call XXXX ( XXXX ) XXXX. I did and got a hold of someone who eventually got me to Customer Service who got me to the Refinancing Department on the XXXX XXXX  phone line. I spoke with someone from each of these departments for some five to ten minutes or more trying to explain what I knew about what had happened but both he and she that I spoke with got mad at me and sent me back to Customer Service who, after I tried for some time to explain to her also got mad and hung up on me. In the course of talking on the phone with Customer Service, I mentioned Newday and she immediately complained, why are you calling us to talk about our Competition and this was shortly before she hung up on me. 

I could not explain to any of these persons what happened because I do not know what happened. I am therefore filing this because these People scare me because they are worse than lawyers about getting paid and I do not know if even if I could get them to read this they would understand what happened. They need to be at least confronted by someone with some clout. Mr. XXXX had set a series, more than four, deadlines which came and went and he was fighting with me about having to set up yet one more when I complained because he contradicted himself constantly and kept going back on his explanations and promises. I, later, when I spoke with XXXX XXXX, noted the huge difference in the explanations she made of behalf of XXXX XXXX. Mr. XXXX kept talking about deadlines and such as the need for my wife to sign but he was clearly trying to coordinate too many things to keep them straight and this led to my complaint about his contradictions which led to him hanging up and telling me that he was going to close the file. 

Today, XX/XX/XXXX, I called and tried by various ways to communicate with XXXX XXXX XXXX XXXX XXXX, who finally contacted me ( I forget how ) and told me to call XXXX ( XXXX ) XXXX. I did and spoke first with a Receptionist for XXXX XXXX   who said somewhere along the way of the perhaps one to two hour conversations or waiting on the line that they had my loan but could not tell me anything else. I insisted and I eventually was on the phone with Customer Service, whom could not understand what I was talking about and thus sent me to the Refinancing Department whom I spoke with someone there until he got exasperated and told me he could not understand what happened and so he abruptly told me he was sending me back to Customer Service. I was trying to explain to the lady from Customer Service that I did not know what had happened but I started, once again, to explain the facts I have set forth above. In the course of doing so, I mentioned Newday and the lady from Customer Service I was talking with got mad and said something to the effect of : Why do you call us to talk about a Competitor and shortly after that hung up on me. 
I did not know what else to do so I tried to contact the Texas Department of Savings And Mortgage Lending but they told me I must go to your ( Federal ) site and thus I ended up here. Please help as I know that sooner or later I must pay the mortgage. There is just no way the Banks are going to make and have to pay for a mistake like this. 

However ; I do not know what XXXX XXXX  did to get my loan and as I told them, I am sure they did not pay my mortgage off for altruistic reasons. But still, there are terms involving interest rates which are going down incredibly and also closing and other costs which need to be negotiated. I have negotiated absolutely nothing with XXXX XXXX   and, I can tell from my efforts to work with them that they will be like those which I thought were already Antiquated Bill Collectors of the old days who are likely to do anything to collect their fees but who are convinced that if a Consumer makes a mistake, the laws of this nation are there only to protect the Banks make money at the Consumers expense. I was asked by someone at XXXX XXXX  if I wanted to make a payment of {$1500.00} and when I must have sounded shocked because I was shocked because that is the amount which they were working to reduce, supposedly! ( Statement attached. ) I can sit here and wait but I know that they, none of this, will just go away even though there was never a closing on any agreement to refinance and the new monthly payment with XXXX XXXX was already about a XXXX dollars less than the monthly payment I would make with Newday and the rates have again gone down. I can not fight these People and they have already made it obvious that they will just not even consider being reasonable at this point where they think they know what happened but do not want to have to explain it to a Consumer like me who they mostly make money from because of what we do not know and so it is for all these reasons that I will be most grateful for anything that you can do that might help me at least understand what happened. I therefore need your help and hereby request it.

Company response to consumer: Closed with explanation