Consumer complaint received 2021-08-19
Company: SUN WEST MORTGAGE COMPANY, INC.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was contacted by XXXX XXXX ( NMLS XXXX ) with XXXX XXXX on XX/XX/2021 inquiring if I was interested in refinancing for a rate reduction, I said yes, and we immediately began the process. An appraisal in the amount of {$450.00} was needed that I paid for in XXXX, that was not disclosed upfront. I also informed XXXX at that time that I had supplemental property tax that were due, and he assured me they would be included with the refinance and not to worry about paying them. I asked him what was needed and forwarded everything expeditiously. He advised me we would close in XXXX, therefore I did not need to make the XXXX mortgage payment, instead my husband and I needed to pay off debt to lower are debt to income ratio. Only to inform me the last week in XXXX that we would not close and the XXXX mortgage payment needed to be paid. He again assured me we would close in XXXX and XXXX mortgage did not need to be paid, only to be told at the end of XXXX that we could not close because I needed to be in my loan for one full year, therefore we would need to hold off until beginning of XXXX. I paid the XXXX mortgage, again late. He informed me on XX/XX/XXXX that I would be signing closing documents in a few days. Unbeknownst to me, XXXX switched companies and moved to Sun West mortgage and initiated a new application XX/XX/XXXX, therefore he knew the signing date he provided me was not true. Again, advised me that I did not need to pay XXXX mortgage, only to tell me to pay it specifically on XX/XX/XXXX, and XXXX again we will close. XX/XX/XXXX, I no longer felt confident with working with XXXX, therefore I reached out to the Division Branch Manager, XXXX XXXX ( NMLS XXXX ) by email inquiring on the status of the loan. To date, XXXX never responded, instead forwarded my inquiry to XXXX who called me back. XXXX asked me to only speak with him, as XXXX and nobody else really knew anything about my file, even though XXXX was listed as the loan officer. 
I advised XXXX in XXXX that it was imperative that we close, as all the back and forth along with other personal issues had finally cause a significant strain in my finances, and I would not be able to make the XXXX payment. Again, XXXX assured me, things would be okay, and even if I did not make the XXXX payment, he had it all under control. He explained he would be able to extend the lock in date to a date in XXXX where my current mortgage company would not report the 30-day notice to the creditors, which they absolutely did! Finally, XX/XX/XXXX, he informed me that I must make the XXXX payment then Ill be able to sign my escrow documents. I made the payment for XXXX, and signed my escrow documents XX/XX/XXXX with a funding date scheduled for XX/XX/XXXX, which did not happen. 
XX/XX/XXXX I reached out to XXXX inquiring about the funding date and informing him XX/XX/XXXX was within the upcoming week, which another mortgage payment would be due and if it didnt fund, I would be behind another 30 days for XXXX, which will reflect on my credit as did XXXX. His response, were funding this week to avoid that. XX/XX/XXXX, XXXX again informed me, we should be all set for closing today or tomorrow. XX/XX/XXXX, I reached out again inquiring, and XXXX informed me we were just waiting for update/verify the current payoff. 
Shortly after, I received a phone call from XXXX stating a verification of mortgage was needed to close. Also, due to the 30 day late payment from XXXX, and I had not made the XXXX mortgage payment, they will likely be unable to complete the refinance. At that point, I asked XXXX to withdraw the application and forget it. He had screwed the entire refinance up by misinforming and misguiding me. I walked away with {$390.00} worth of monthly late fees ( {$65.00} per month XXXX XXXX ). XXXX and XXXX mortgage due ( {$4600.00} ), a 30 day late credit reporting, and {$2900.00} defaulted supplemental property taxes, because of XXXX. To date I have yet to receive a formal notice from Sun West declining my application. 
I emailed XXXX XXXX and XXXX XXXX to express how disappointed I was with all of this. XXXX, again, never responded. XXXX, responds my sincerest apologies which isnt enough!!!

Company response to consumer: Closed with explanation