Consumer complaint received 2019-07-06
Company: MORTGAGE LENDERS OF AMERICA
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Please see the below email confirming that my mortgage loan of 30 years was to be corrected to 15 years at no cost to me.

Consumer Information Date Filed : XX/XX/XXXX Sal : Ms .

First Name : XXXX Middle Name : XXXX Last Name : XXXX Suffix : Address : XXXX XXXX XXXX XXXX XXXX XXXX Arizona XXXX UNITED STATES Daytime Phone : XXXX Evening Phone : XXXX  Fax : Email : XXXX ( email ) Business Information Name : XXXX XXXX XXXX XXXX   Address : XXXX XXXX XXXX XXXX City : XXXX State/County : KS Zip/Postal Code : XXXX  Business Phone Number : ( XXXX  ) XXXX URL : XXXX Complaint placed by an XXXX XXXX US service member, a US civilian employee of the Department of Defense, a US military dependent or retired from XXXX US duty.

Complaint Detail / Problem Complaint Type : Customer Service Issues Problem : On XX/XX/XXXX I obtained a mortgage from XXXX, FNA Mortgage lenders of America. I always requested a 15 year term, and the mortgage was written as a 30 year mortgage. I was advised to proceed, that the term would later be corrected at no cost to me. I received the loan disclosure for the correction refinance, and it was written at no cost to me. The actual loan documents in XX/XX/XXXX, however, included XXXX in additional charges. I have the agreement in writing, that my loan term would be corrected at no cost to me. I seek the fulfillment of the original promise that I will receive what I originally requested and was promised by my loan officer, XXXX XXXX, a fifteen year mortgage at no additional cost to me.

Desired Resolution / Outcome Desired Resolution : Replacement Desired Outcome : A fifteen year mortgage at no additional cost.

From : XXXX XXXX <XXXX> Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : [ Non-DoD Source ] RE : Plan of Action Hi XXXX, Yes just to confirm there will be no out of pocket expenses when we complete the rate refinance. However, you will have to pay for the appraisal upfront and then we will credit it back to you at closing. That is just our company policy because too many customers would get the appraisal and then not follow through, so we were left holding the bag so to speak. So now we credit the appraisal at the closing. Please let me know if you have any other questions or need anything additional.

Thank you, XXXX XXXX XXXX   NMLS ID # XXXX Mortgage Loan Officer Mortgage Lenders of America direct ( XXXX ) XXXX toll-free ( XXXX ) XXXX, ext. XXXX  fax ( XXXX  ) XXXX XXXX - 96 % overall customer service rating based on funded loan survey data in XX/XX/XXXX - A+ Rating with the XXXX XXXX XXXX - See more accolades here Mortgage Lenders of America , L.L.C. , NMLS ID # XXXX  I XXXX XXXX XXXX XXXX , XXXX XXXX, KS XXXX I Privacy Statement From : XXXX XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX   <XXXX> ; XXXX XXXX <XXXX> Cc : XXXX XXXX   <XXXX> Subject : Re : Plan of Action Hi XXXX, Just to confirm our conversation, the refinance to the 15 year term at a lower rate in 6 months will be at no additional cost to me.

Thanking you, XXXX XXXX

Company response to consumer: Closed with non-monetary relief