Consumer complaint received 2017-03-07
Company: Ikon Financial Group, LLC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I refinanced my VA home loan late XXXX XXXX with Ikon Financial Group, also known as XXXX XXXX XXXX. Even though I have enough my in my escrow from my previous lender, Ikon Financial still included property taxes and Homeowner 's insurance in my closing costs and stated that I would receive a refund of my escrow, {$4400.00}, with my previous mortgage lender upon finalization of the refinance. Months past and no refund. I emailed XXXX XXXX and all individuals who handled my refinance for three months with no response. I then located a personal number for XXXX XXXX and called him with my issue. He stated that he thought I had received my refund and would look into it, this was on XXXX XXXX, XXXX. Two and a half weeks went by, but no calls or emails from XXXX XXXX. I finally reached him XXXX XXXX, XXXX and he stated that he was no longer handling my file and it had been reassigned to someone else and to give her, XXXX XXXX, a call. He also stated that they figured out what happened and my refund issue had already been turned over to XXXX and should be processed soon. But I was advised to call XXXX XXXX for a status update. When I called Ikon to speak to XXXX on XXXX XXXX, XXXX, I was transferred to XXXX XXXX, the owner, instead. I explained the situation to him and he stated he would look into it and get back to me. Needless to say, he never called me back. I called XXXX XXXX for weeks and only spoke to him on XXXX other occasion and he stated, once again, he was still looking into it. A month and a half later, I am still calling XXXX XXXX and still getting the runaround. 
Months past and XXXX XXXX had not returned any of my calls and I still did not receive a full refund of my escrow. As long as I have been waiting, I should received my refund plus any interest earned from it. I referred XXXX couples to this company for VA home loan refinancing and XXXX couples of the couples are also having issues. I notified the Veteran Administration of my issue with this company and plan on spreading the word of their poor customer service and how they treat Veterans. I also advised the XXXX couples that I recommended that were having issues to do the same. 
I spoke to the owner of Ikon Financial Group on XXXX/XXXX/XXXX. The refund in question was sent to XXXX of their accounts under a different amount, that 's why they were unable to find a refund in the amount of {$4400.00}, their was a difference of about {$740.00}. Even though Ikon is a Broker and states that the refund should have been refunded by the lender, that did not happen in this case. Even though the refund being sent to a Ikon dormant account was of no fault of Ikon, they are the party that has to refund the money owed. 
Per the conversation with the owner, XXXX XXXX, on XXXX XXXX, XXXX, the following has and will take place : The money has been located, he will email me a breakdown explaining the difference in the amount being refunded. He will process the refund and mail out a refund check to me on XXXX XXXX, XXXX. 
On XXXX/XXXX/XXXX, the owner of Ikon Financial Group XXXX XXXX XXXX XXXX ), responded to the BBB stating the following : We are continuing to work with XXXX XXXX to resolve this matter. The refund was sent to a banking center account for which we fund our loans and that created part of the confusion. Also the amount was different vs. what we had been searching for in our systems. The property taxes went up on XXXX XXXX 's property so the former lender paid the taxes including the additional amount and added it to her payoff. So the amount of the refund was less than what we had all been researching. We are now remedying the amount and getting her funds from the warehouse line facility and sending them out to her. 
I called 2x in XXXX and still have yet to receive a callback. As of XXXX/XXXX/XXXX, I have yet to receive a refund of my owed escrow funds.

Company response to consumer: Untimely response